What is Workforce Management?

Overview

Workforce management software simplifies the task of ensuring a contact center has the right people available at the right time, across multiple channels, shifts and types of expertise, to achieve its expected service levels.

With workforce management software, contact center managers are able to analyze the many factors that go into determining appropriate levels of contact center staffing, which can include:

  • Agent skill levels
  • Labor laws and regulations
  • Agent schedule restrictions
  • Expected fluctuations in demand
  • Goals for service levels

Utilizing workforce management principles to maintain appropriate staffing levels helps contact centers ensure high standards for customer service are met, while saving on costs by not overstaffing any particular shift or skill set.

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