Optimize your contact center with workforce management (WFM) software

Create stronger internal processes, focused teams, and sustainable performance levels with Workforce Management Software like RingCX.

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A workforce manager looking at a laptop
Beyond having first-rate products or providing exceptional customer support, successful businesses put great focus on managing internal processes that involve their most important asset—their employees.
The path to success certainly calls for a dedicated team that’s focused on common goals. As to how you can create such a team and develop sustainable workforce performance levels, that’s where workforce management comes in. Let this be your quick workforce management reference guide.
A female manager coaching a female agent

What is workforce management (WFM)?

Workforce management refers to a set of internal processes necessary to create and keep the most efficient workforce possible. It covers all functions and activities needed to maintain a productive workforce, including but not limited to:
  • Human resource management (HRM)
  • Talent management
  • Field service management
  • Labor management
  • Leave management
  • Workforce planning
  • Workforce analytics

What does a workforce manager do?

A workforce manager oversees a company's productivity at the individual, departmental, and organizational levels. As such, they see to it that an efficient workforce management system is in place.
A man smiling while holding a mobile phone

How does workforce management work?

What is workforce management in a contact center?
Contact center workforce management aims to assign the right number of agents with the right skill sets at the right time. You want to go for the best possible fit between the amount of work required and the number of workers scheduled. This approach ensures that your business can consistently deliver excellent customer service.

Workforce management process

Why is workforce management important?

Workforce management is important because it makes way for effective forecasting, scheduling, and staffing, as well as making adjustments in real time. Just as critical is having access to the right WFM software and WFM tools to automate your processes.

Top reasons for adding a workforce management process

What is the best workforce management software for contact centers?

Here’s something you probably didn’t expect: Just as the best HR software or workforce manager may not exist, you’d probably have a tough time looking for the best workforce management software.
You may be able to find one with the most comprehensive set of tools and features, but if you’re not going to use all of them, you’re wasting funds. It’s about having the right workforce management software. That one solution that best addresses your specific needs and addresses common contact center challenges, such as:
  • Absenteeism - Unsatisfied workers tend to feel overly stressed or burned out and start to look for excuses not to come in
  • High turnover rate - Poor employee experiences may ultimately force people to leave an organization
  • Time and attendance tracking - Paper-based tracking is open to discrepancies and employee dishonesty as opposed to advanced reporting and analytics
  • Lack of budget - High costs of staffing, failure to recognize savings in technological investments, and falsely allocating resources—just to name a few causes
  • Lack of open communication with management - Agents may feel that managers are in a bubble of their own
Tackling these challenges won’t be easy, but as you may have noticed, all of them can be addressed by a solid WFM strategy. With streamlined processes, clear objectives, and the appropriate technology, you can effectively manage your workforce to ensure optimal performance and generate happy customer stories.

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