Workforce Management (WFM) is simply the process of balancing work to be completed with the resources available to complete that work. It is a critical component for call centers. Large call centers cannot operate efficiently without automated WFM software, while many small centers still calculate workload forecasting on a spreadsheet. However delivered, WFM is an absolute necessity for inbound call centers.

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By Trevor Mulholland

The call center represents your first line of communication with customers and potential customers. Whether you choose to outsource this service or to establish an in-company call center, this is one area in which quality is paramount and cannot be compromised. Clients’ questions and concerns need to be dealt with courteously and effectively, and sales calls require careful handling – as some members of the public have grown wary of unsolicited calls due to the sheer bulk of such calls that they receive, it is imperative that these interactions are the very embodiment of tact, timing and effective communication. This is a tall order, but increasingly, there is software available that is tailor made to fill it.

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Better communication skills; not a term usually associated with technology types. Perhaps you’ve heard the story about the man who asked the engineer what time it was, and the engineer told him how to build a watch?

Exaggeration?

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