WFM

WFM

The concept of Workforce Management was born in the Contact Center and has evolved into a mission-critical solution for organizations that want to stay on the leading edge of customer service, employee satisfaction, operational efficiency and profitability.
What started out by predicting incoming call volumes on single queues and creating rudimentary shift plans has evolved into a sophisticated multi-dimensional mechanism for managing many contact channels, media and skills, virtual contact centers and agents. WFM now also serves as the hub for the organization´s larger “Workforce Optimization” strategy.