What is Workforce Management (WFM)?
Workforce management aims to achieve sustained improvement of key performance indicators through data-driven metrics, planning and people management. By optimizing the use of staff’s time and matching their skills to specific tasks, workforce management yields several benefits in operations, including:
- Improved customer service
- Reduced costs
- Increased productivity
- Better utilization of resources
- Enhanced capacity alignment
Most importantly, workforce management leads to more engaged and productive staff across the firm, from upper management to front line staff. Efficient and effective Workforce Management is proven to drive 10-20% capacity release and 15% productivity release.