What is Workforce Management? Key Features and Benefits Explained

Between balancing fluctuating call volumes, customer expectations and agent availability, the chaotic reality of managing a contact center can be a lot. That’s why more often than not, traditional spreadsheets and manual scheduling fail to keep up with real-time demands, leading to long hold times or high overhead costs.

Implementing a Workforce Management software solution as the central engine for operational efficiency is important. In this article, we will cover what Workforce Management (WFM) is, its core features, potential benefits for your business and how simple it is to integrate with a cloud platform like TCN.

What is WFM?

WFM is the process of matching agent schedules with predicted customer interaction volumes across all channels. No one wants the mental burden of manually scheduling their agents. That’s why we’re seeing a big shift from rigid, back-office scheduling to adaptable, AI-driven, cloud-based WFM tools.

Key features of TCN’s WFM

1. Unlimited, AI-driven forecasting

Creates forecasts for every channel and situation to get the best understanding of your contact center’s needs. Plus, you can use the historical data and AI models to predict incoming call volumes in as few as five clicks.

2. User-definable data selection

Enables you to take control of your data and customize it to your specific business needs. 

3. Adjustable efficiency measurements

Adjust how you measure your data, as you learn more about your contact center, to get the most accurate insights.

4. Automatic scheduling 

Generate shifts automatically based on those forecasts to ensure you meet your Service Level Agreement (SLA) targets without overspending on payroll.

The top benefits of implementing WFM

• Reduced operational costs: Minimizes overstaffing expenses and reduces costly overtime through precise forecasting. 
• Improved SLAs: Ensures the right number of skilled agents are always available, driving down wait times and abandonment rates.
• Boosted agent engagement and retention: Reduces burnout by offering fair, predictable and flexible scheduling (crucial for remote/hybrid agent environments).
• Enhanced customer experience: Faster resolutions and smoother omnichannel handoffs because of optimized staffing.

The advantage of TCN’s WFM software

Standalone WFM tools create data silos, whereas a unified solution like TCN Operator links important tools together so you can do everything you need in one place. With TCN, WFM and Workforce Optimization (WFO) are the two primary components of our Workforce Engagement suite. Think of them as two halves of a cycle: WFM ensures your agents are in their seats at the right time, while WFO ensures that once they are in their seats, they are providing high-quality, compliant service.

Plus, TCN’s cloud-based software allows managers to track adherence and optimize schedules for both work-from-home agents and on-site ones. This is especially helpful as more agents seek a flexible opportunity to work from home. Plus, TCN’s pay-as-you-go billing model allows you to implement these fantastic WFM and WFO features as quickly or slowly as you’d like because with TCN, you only pay for what you use. Our features are built around your specific business needs.

Happy agents are closer than you think

WFM software is needed as a baseline requirement for a profitable, efficient contact center and partnering with TCN should make the decision to upgrade your software even easier. Having happy, well-scheduled agents and satisfied customers is closer than you think!

Request a demo today to see how our WFM tools can elevate your operations.