Call us: 0800 3167566


Contact Centre Workforce Management (WFM)

What is workforce management in a contact centre?

Workforce Management (WFM) is a vital process and toolset used by organisations to optimise workforce efficiency and productivity. It encompasses tasks like staffing, scheduling, forecasting, and employee management, ensuring that the right personnel with the necessary skills are available when needed. WFM is especially critical in industries with fluctuating workloads, such as call centres, retail, healthcare, and hospitality. One of its core functions involves forecasting future workforce needs based on historical data and factors like average handle time, shrinkage, and turnover. This forecast informs scheduling, which aligns agents with predicted requirements while considering agent availability, skills, adherence, and more. WFM is an ongoing process, with schedules and forecasts frequently revised to accommodate changing variables like volume fluctuations or increased handle times. The ultimate goal is to have the right number of skilled agents at the right place and time, minimising costly overstaffing and optimising operations. Modern WFM relies on advanced technology to automate these tasks, making them more efficient, accurate, and flexible. It enables organisations to create intelligent forecasts, conduct what-if analyses, and make real-time schedule adjustments with ease, streamlining and enhancing contact centre operations.

Speak to a consultant

We are accredited partners with

Related Pages

How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

Back to our Contact Centre Glossary >

Industry Recognition


Best Enterprise UC Solution 2023
Enterprise Reseller Deal of the Year 2022


Best Enterprise Contact Centre Solution 2023
Enterprise Contact Centre Solution 2022
SME Contact Centre Solution 2022

Opus White for Web

Keen to discuss your contact centre requirement?