From my perspective, workforce management (WFM) is more than just a software tool – it is an entire business-process solution. For this reason, it is vital that organisations include everyone in supporting the WFM process. WFM managers, resource planners, users: success cannot be achieved on your own. You need a strong sponsor within the organisation.

From my experience, knowledge is perhaps the biggest threat to long-term, contact-centre WFM success. It is crucial to build WFM competence from the top management on down to the agent level. Everyone needs to be aware what impact a sound WFM process can make on the business, customers and contact-centre staff. The entire organisation needs to participate. As such, WFM success can be achieved.

Sound software is essential for a well-run WFM process. However, sound internal work processes and methodologies must also be part of this. First and foremost, WFM is a business process, not a technological solution. The same amount of focus must be applied on internal processes and methodologies as on software features.

Another key point is that your WFM team should become the focal point in your organisation. Keep the team central to any core planning decisions being made. After all, they’re the heart of the contact centre.

See how you are performing. Understand the statistics and how to use them in the WFM tool. Furthermore, beyond the traditional front office, start identifying key areas for WFM deployment, such as outbound and the back office. Finally, realise the benefits of automation – don’t ignore the tool’s capability to make efficient agent-skill reports.

Following all these suggestions will make WFM a winning concept – both for your business and customers.