Workforce Management (WFM)

Workforce Management or WFM has quickly become an essential responsibility for any efficient business. One of the more common automated methods of Workforce Management is WFM software.

Workforce Management Software commonly revolves around the management of employees and their: payroll & benefits, HR administration, time & attendance, career succession, talent management, training management, performance management, forecasting, scheduling, and production oversight, but is not limited specifically to this.

WFM Software has recently entered the VoIP landscape, where vendors are utilizing VoIP to increase the versatility of contact centers workforce management. WFM with VoIP allows managers to oversee contact center employees regardless of their physical location, whether it be onshore, offshore, or at-home.

WFM is more or less anything and everything that promotes the management of employees in an attempt to foster a more efficient and productive workplace.

Commercial WFM Vendors

• UCN Inc is a leader in the Workforce Management Software industry. With WFM solutions that can help your business manage workforce scheduling, forecast demand, report real-time adherence, and simulate, analyze, and optimize staffing.
• Database Systems Corp. provides Employee management services using voice broadcasting and IVR technology.
• Dow Networks - Call Center Suite Hosted Solution with more than a regular Predictive dialer - 6 modes (Broadcast, Predictive, Progressive, Power, Manual Dialing and Blended) Also included is IRV GUI Scripting Tool and Workforce Management. Currently 450+ call centers are using Dow Networks in 50+ countries.