Workforce management (WFM) is the process of strategically optimizing the productivity of employees to ensure that all resources are in the right place at the right time. A workforce management strategy typically includes scheduling, forecasting, skills management, time keeping and attendance, intraday management, and employee empowerment. Complexity increases with the need to ensure that customer service supports omnichannel customer engagement.
Workforce management makes certain that employees with necessary skills are available to meet job requirements—whenever needed. The concept of workforce management is similar to workforce optimization and workforce planning.
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