Capterra Glossary
WFM (Workforce Management)
Workforce management (WFM) is a system that improves agent productivity. Used in a call center environment, WFM predicts staffing levels based on factors such as incoming call volumes and staff availability. WFM can predict the number of agents required to handle calls at specific times of the day, week, or month by analyzing historical calling records from an automatic call distribution system. Features of a WFM system include reporting, agent scheduling, meeting and vacation planning.
What Small and Midsize Businesses Need to Know About WFM (Workforce Management)
WFM benefits small call center managers that want to reduce labor costs without impacting productivity. Managers can use this system to calculate accurate staffing levels and make sure there are enough agents to handle calls at busy times such as evenings or during the holidays.