WFM

Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process.  The undervaluation often stems from a lack of understanding by senior management above the WFM team and at times, even because of the leadership within the WFM team.

Transport for NSW was looking for a platform that could seamlessly integrate across the entire workforce planning cycle integrated with their omnichannel contact centre that includes voice, live chat and back-office functionality.

The number one failing when implementing WFM into the back office is workload forecasting. All too often, forecasting lands in the ‘too hard basket’ and people end up making ‘off the cuff’ staffing decisions that impact the customer and the business. It takes a little more effort and time to get your forecasting right, but the payoff is irrefutable.

As the integration between human and technology becomes increasingly more unified and the bottom-line efficiency evolves by the day, it's essential to understand where and how this has happened.