Workforce Management is the process of getting the right people in the right place at the right time when your customers need and expect them. When your WFM strategy is up to par, you're looking at an ROI greater than 400%, and the ability to do more with less, which means you save on headcount.
How do you know if you have a Workforce Management issue?
Can't hire quickly enough to meet Customer demand.
Highly reactive and not proactive when it comes to getting the right people in place.
Employee productivity is low.
Customer wait times are high.
You don't have resources available when you need them.
The WFM Process:
Workforce Management is sort of like fortune telling. Using either historical volume (if applicable) or by calculating drivers, your workload (contacts) are estimated (Forecasting).
Once the workload is determined, the number of resources (or people) required to do the work is estimated (Capacity Planning).
After the number of people needed to do the work is calculated, a schedule is put together to ensure you get the right people, in the right place, at the right time (Scheduling).
Throughout the work day, real time adjustments to your plan should be happening to ensure the best possible Customer and Employee experience. This means breaks, lunches, meetings and any other activity that takes the Employee away from their primary function must be adjusted, should the day go differently than planned (Tracking).
The process ends with Reporting and Analysis where KPIs (key performance indicators) are reviewed and compared to predictions. Depending on the trends identified, adjustments will need to be made to prepare for a new Forecast, at which point, the process begins again.