Mastering Workforce Management for Contact Centers

Workforce Management (WFM) has become a crucial component in almost every industry, including HR departments, accounting and most notably —  in call and contact centers.

Here, we will go over everything you need to know about WFM systems, including what they are, what they're for, and how to optimize them.

What is Workforce Management (WFM) for Contact Centers?

Workforce Management (WFM) in call and contact centers refers to processes that streamline operation workflow by providing more precise demand forecasting and managing workforce scheduling.

In a nutshell, WFM ensures that the correct number of reps with the right skills are scheduled at the right time. 

Workforce Management = WFM System + WFM Expert Analyst

When it comes to effective WFM, there are two key components to consider:

• a reliable WFM system for the specific needs of the organization, 
• and a knowledgeable WFM specialist to set up and configure the system.  

By implementing WFM correctly, companies can reduce labor costs, enhance efficiency through improved planning, deliver superior customer service, and promote team morale.

To achieve optimal results, it is imperative to have both an excellent WFM system and the right people to ensure the system operates at peak performance.

Choosing the right WFM system

There are numerous WFM systems available. Some software is stand-alone and focused on a single task, whereas others provide a broader suite of cloud solutions. 

Choosing the optimal software depends on the company’s size, industry, business objectives, and needs.

As part of our WFM services, FrontLogix can assist you in selecting the best WFM solution for your company’s requirements. Our highly skilled, on-demand management experts will advise you on all you need to know before committing to WFM software and provide access to tactical WFM knowledge whenever necessary.

Choosing the right WFM experts

While system setup and employee training can be costly, outsourcing WFM expertise can help you make the most of your WFM data. It will help you ease worries about resource limits, inadequate system implementation, and ineffective data management and usage – all at a significantly reduced cost. 

FrontLogix offers top-quality WFM Managed Services, built on a strong foundation of expertise.

Founded from the creators of Monet Software — the industry's foremost Workforce Management Solution, which was acquired by Verint Systems (NASDAQ: VRNT) in 2019 and rebranded as Verint WFM Professional — FrontLogix possesses an intimate understanding of WFM.

Benefits of WFM-managed services:

• Improved customer experience by providing timely and proper service.
• Improved company profits through the utilization of experienced WFM resources at a lower cost.
• Reduced investment losses due to staff churn by eliminating the need for hiring and training new employees.
• Increased product adoption by ensuring that your customers become aware of your product, perceive its value, and become regular users.
• Increased employee productivity through setting employee benchmarks and taking corrective action if employees fall short of expectations.
• Eliminated training costs of in-house personnel by offering a learning management system (LMS) solution. This will help reduce in-house training costs while providing comprehensive instruction from experienced pros.
• Increased service levels by offering profound insights into how your company operates and indicating any potential areas for development.
• Improved forecasting and time management by delivering a precise plan and a reliable forecast.
• Improved agent adherence and utilization by providing precise adherence data and highlighting areas where agents thrive. As a result, WFM analysts will benefit from a better understanding and application of contact center trends.
• Optimizing omnichannel support through WFM-managed services will assist you in ensuring the correct agent with the relevant skills is available on the right channel.

FrontLogix WFM-managed services

FrontLogix offers a full spectrum of WFM Services to help you build business excellence. From strategic WFM support to cost management improvements, we are here to guide you through every step.

FrontLogix’s WFM-managed services include:

Strategic WFM support and consultation

Provide your WFM team with the most important insights and the best possible knowledge and assistance combined with your WFM system.

Precise data integration in your WFM system

By ensuring the data is inputted accurately and correctly, your team will operate better and smarter.

Help in labor forecasting and scheduling

By helping you understand and model scenarios, your company can receive an accurate labor forecast.

Optimization of workforce resources

By conducting a thorough audit, we can pinpoint where inefficiencies lie and help you address them effectively. We can also provide insights on time tracking, absence mitigation, and overtime management.

Access to skilled and experienced WFM advisors

We can provide experienced WFM advisors at a competitive cost.

Comprehensive reporting

Comprehensive reporting enabled by our team of experts will help you get the most out of data and aid you by extracting and analyzing information and providing comprehensive reports.

Management analytics

By assisting your management team in analyzing data and historical trends across various key indicators, we can help you make the most of your WFM software, and access and interpret real-time data.

Efficiency enhancement

Facilitated by an improved organization and customization from our WFM experts, your WFM team can run smarter, better, and more efficiently.

Cost management

Our cost management solutions will assist your company in rethinking its fixed expenditures, reducing variable costs, and performing effective budgeting.

Performance monitoring

Through performance monitoring and measuring employee productivity, we can help you improve your work quality and deliver a superior customer experience.

Utilize our 20+ years of workforce management experience to build your business excellence.

 Get a quote or contact us today to discuss how we can help you.