WFM solutions
Until quite recently, workforce planning was primarily based on the number of employees needed to answer the expected number of customer interactions and meet a certain service level. In many cases, this was – at least partly – done manually, which is not only time consuming, but also significantly more error-prone.
Optimal balance
Nowadays, in addition to operational efficiency, the employee experience is also considered, because it has a major impact on staff turnover (read: costs), but most definitely on the customer experience as well. A satisfied employee has a proven positive effect on the customer.
A smart WFM solution supports Forecasters and Planners in their work, taking into account all the different stakeholders: management, customer and employee. This makes the forecast and planning much more accurate, smarter and more efficient, which contributes to an even workload in the contact centre.
Efficient app
In addition to this, a WFM smartphone app gives employees insight into their schedule, and offers them the opportunity – also outside working hours – to change shifts, request holidays, list additional availability, or report in sick (and recovered). Certain changes can even be automatically assigned and adjusted in the schedule. Planners immediately see the impact on the schedule, and if necessary, can broadcast a message via the app to arrange replacement.
Independent advice
DDM Consulting offers contact centre platforms with a built-in WFM module as well as integrations of separate WFM solutions on existing platforms. Our partners all provide the technology that contributes to an optimal forecast and planning. We work with you to find the solution that best suits the wishes and ambitions within your contact centre, without a preference for a particular platform or product.
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Partners
Frequently asked questions about WFM solutions
Workforce Management (WFM) in a contact centre refers to the process of forecasting, scheduling and managing staff to ensure the right number of agents are available at the right time.
WFM helps organisations balance customer demand with available capacity. It typically includes forecasting, workforce planning and real-time management.
Key components of WFM include:
- forecasting customer contact volumes
- staff scheduling and shift planning
- monitoring performance and staffing levels
A well-implemented WFM strategy enables more efficient resource allocation and helps maintain the right balance between operational costs and service quality.
Workforce planning is essential for customer service because it ensures the right number of agents are available to handle customer enquiries efficiently.
Effective planning helps prevent long waiting times and understaffing, while avoiding unnecessary costs caused by overstaffing. By aligning demand with capacity, organisations can improve both efficiency and customer satisfaction.
Key benefits include:
- improved availability
- shorter waiting times
- higher service levels
- more efficient use of staff
Workforce planning forms the foundation of a strong Customer Experience by ensuring consistent and timely service delivery.
Forecasting in a contact centre involves predicting customer contact volumes based on historical data, trends and patterns.
By analysing customer behaviour, organisations can estimate how many agents are needed at specific times. Factors such as seasonality, peak periods and channel usage are taken into account.
A reliable forecast enables organisations to:
- create efficient staff schedules
- reduce waiting times
- improve service levels
Advanced analytics and AI technologies are increasingly used to improve forecasting accuracy, allowing organisations to respond more effectively to changing customer demand.
Workforce Management improves service levels by ensuring the right number of agents are available at the right time.
Through accurate forecasting and intelligent scheduling, contact centres can better handle peaks in customer demand. This leads to shorter waiting times and improved accessibility.
Key outcomes include:
- higher First Contact Resolution (FCR)
- reduced customer waiting times
- more consistent service quality
Real-time monitoring and intraday management also allow organisations to quickly adjust staffing levels in response to unexpected changes in demand.
Workforce Management helps reduce staffing costs by optimising how available resources are used.
By accurately aligning staffing levels with customer demand, organisations can avoid overstaffing while minimising understaffing. This leads to a more efficient use of personnel without compromising service quality.
Key benefits include:
- reduced overtime
- more efficient shift planning
- better utilisation of resources
In addition, improved productivity lowers the cost per contact, making WFM a key driver of both operational efficiency and cost control.
A modern Workforce Management system supports organisations in planning, managing and optimising workforce operations.
Key features include:
- forecasting and capacity planning
- scheduling and shift management
- real-time monitoring
- intraday management
- reporting and analytics
Many WFM solutions also offer self-service features for employees, such as shift swapping and leave requests. These capabilities improve flexibility, enhance Employee Experience and contribute to more efficient operations.
Choosing the right WFM software starts with understanding the specific needs of your contact centre.
Key selection criteria include:
- scalability and flexibility
- integration with existing systems
- ease of use
- support for multiple channels
- analytics and reporting capabilities
It is also important to consider the impact on employees, as user-friendly tools contribute to a better Employee Experience. The right solution enables more efficient processes, improved service levels and better workforce optimisation.
AI provides significant benefits in Workforce Management by making processes smarter, faster and more accurate.
Common applications include:
- more accurate forecasting
- automated scheduling and optimisation
- real-time adjustments
- predicting peak demand
By leveraging AI, organisations can respond more quickly to changes in customer demand and optimise workforce allocation. This results in improved service levels, reduced costs and increased productivity.
Workforce Management and Employee Experience are closely linked, as WFM directly impacts how employees experience their work environment.
A well-designed WFM system provides:
- fair and transparent scheduling
- improved work-life balance
- reduced workload pressure
- greater predictability
When employees have more control over their schedules and are better supported, satisfaction and engagement increase. This, in turn, leads to higher-quality customer interactions and a stronger Customer Experience.
