Workforce management

Workforce management (WFM) is the process of strategically planning, scheduling, and managing employees to ensure the right number of people are working at the right times to meet business goals. In customer service environments like contact centres, WFM helps balance staffing levels with customer demand so customers get timely service and agents aren’t overworked.

Workforce management typically includes forecasting call or interaction volumes, creating employee schedules, tracking attendance and managing performance. Advanced WFM systems often use data analytics and artificial intelligence (AI) to predict future demand and optimise staffing in real time. They also help monitor key metrics such as service levels, agent productivity, and labour costs.

By aligning workforce resources with customer needs, WFM improves both operational efficiency and service quality. It also gives businesses the flexibility to adapt quickly to changes, such as unexpected spikes in call volume or agent availability. Overall, effective WFM helps organisations deliver better customer experiences whilst keeping costs under control and employees engaged.

Workforce management for enterprise businesses

Workforce management (WFM) is a strategic approach to forecasting, scheduling, and managing staff across large, complex organisations to meet customer demand efficiently and cost-effectively. In enterprise environments – especially those with large contact centres or distributed service teams – WFM ensures the right number of employees with the right skills are in place at the right time.

Modern workforce management systems use data analytics, artificial intelligence (AI), and machine learning to predict workload, automate scheduling, track real-time performance and manage adherence. These platforms also support integration with CRM, HR, and payroll systems to streamline operations and improve workforce visibility.

For enterprises, WFM is essential to balancing operational efficiency with service-level goals across multiple locations, languages, and channels. It helps reduce overstaffing and understaffing, lowers labour costs, and supports compliance with labour laws and union agreements.

WFM also contributes to employee engagement by offering tools for flexible scheduling, time-off requests, and performance feedback. By aligning workforce resources with customer and business needs, WFM enables enterprises to scale effectively, respond to demand shifts quickly, and deliver consistent, high-quality customer experiences.