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Workforce management (WFM) is a blanket term referring to an integrated array of high-level HR processes, functions and management tools. The ultimate goals of a workforce management system are to increase productivity, improve employee performance, cut down on labor costs, and reduce time-consuming busywork. All of those factors should, in turn, lead to increased customer satisfaction.
Defining workforce management can be somewhat tricky, as the specifics vary from employer to employer. Generally speaking, though, a good WFM software system will include some combination of the following:
The benefits of automated workforce management solutions can be seen at nearly every level of an organization, from improved customer service and contact center functionality to data analysis that helps measure and meet both customer and labor demands to insights that help enhance employee engagement and productivity.