What is Workforce Management (WFM)?

Workforce management (WFM) covers forecasting contact volumes, scheduling agents, and managing intraday staffing so the contact centre meets service levels without over- or under-staffing.

WFM and QA are complementary: WFM ensures the right number of agents are available; QA ensures those agents perform to standard. Together they balance efficiency and quality.

Metrics like occupancy and schedule adherence sit at the heart of WFM.