Overview
What does WFM software do that spreadsheets can't?
- Forecasting demand across calls, chats, emails and back-office work, interval by interval.
- Scheduling: rosters that meet targets and respect your rules. See rostering and scheduling.
- Real-time adherence: who's where they should be, and what to do when the day changes.
- Agent self-service: shift swaps, bids and leave from a phone app.
- Capacity planning: hiring and training plans months ahead.
For WFM services and an overview of the whole discipline, see workforce management.