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What is workforce engagement?

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Workforce Primer

What is workforce management?

A guide to workforce success.

Preface

Workforce management (WFM) is one of those concepts that can be easy to define but challenging to execute. Forecasting demand weeks or even months ahead, balancing employee needs, meeting efficiency targets—it’s a lot to manage. Add in variables like intraday management and performance tracking, and it can quickly become overwhelming.

That’s why understanding the nuances of WFM is crucial. It’s not just about keeping operations running smoothly—it’s about supporting long-term business goals.

So, what makes WFM such an essential part of successful operations? And how do you find the right solution for your business?

In this guide, we’ll walk you through everything you need to know about WFM, from its importance to the key features that make a WFM solution effective.

Chapter 1

What is workforce management?

Workforce Management (WFM) is the strategic approach organizations use to optimize the workforce performance. At its core, WFM ensures that companies are effectively managing their most valuable asset—people—while balancing efficiency goals.

WFM involves a range of essential functions that work together to create a seamless, efficient workforce.

Fig. 1
WFM Essential Functions

Forecasting

Accurately predicting demand to align workforce capacity with evolving business needs.

Scheduling

Designing employee schedules that meet operational requirements while considering individual preferences and availability.

Time and attendance tracking

Monitoring work hours to ensure compliance, streamline operations, and maintain efficiency.

Performance management

Leveraging data and analytics to assess employee performance, identify trends, and uncover opportunities for growth.

Chapter 2
Further reading:

What is WFO and how does it relate to WEM?

Why is workforce management important?

WFM is more than a system or tool. It’s a strategic framework that aligns your workforce with business goals, driving efficiency and long-term success.

For example, in contact centers, WFM ensures that customer service teams are properly staffed to handle call volumes, meeting service level agreements (SLAs) and delivering great service.

Additionally, WFM is deeply connected to broader workforce strategies like Workforce Engagement Management (WEM) and Workforce Optimization (WFO), which work together to improve both employee experience and operational performance.

Chapter 3

Key benefits of workforce management

WFM solutions are designed to help organizations achieve their objectives.

Fig. 2
WFM Key Benefits
Further reading:

How flexible scheduling promotes work-life balance and happier teams

Operational efficiency

Streamlining processes to maximize productivity while controlling costs.

Employee engagement and retention

Providing employees with flexible schedules that promote work-life balance, along with tools that empower them to succeed.

Customer experience

Ensuring the right employees are available to deliver consistent, high-quality service at every customer touchpoint.

Informed decision-making

Offering data-driven insights that enable leaders to make well-informed decisions and drive continuous improvement.

Compliance

Helping organizations stay compliant with labor laws and regulations, minimizing risk and ensuring smooth operations.

Chapter 4

Core components of workforce management

How exactly does WFM help leaders maximize workforce resources, run operations smoothly, and keep employees motivated —all while meeting their broader business goals?

The following elements are the foundation of any successful WFM strategy.

Workforce forecasting
Scheduling and shift management
Intraday monitoring
Real-time schedule adherence
Employee self-service & engagement
Workforce insights
Chapter 5

Challenges in workforce management

From managing fluctuating demand to balancing employee preferences with business needs, organizations may face challenges in maintaining efficiency and employee engagement.

Fig. 3
WFM Challenges

Addressing employee attrition

High turnover, especially in industries like contact centers, can significantly disrupt operations and drive up labor costs related to recruiting and training new staff. To tackle this, workforce managers can use WFM tools to focus on improving employee engagement and satisfaction.

By offering better scheduling flexibility, supporting work-life balance, and providing career development opportunities, organizations can reduce attrition and retain their top talent.

Further reading:

What is employee engagement and why is it important?

Fig. 4
Agent Turnover

A recent study conducted by Metrigy of nearly 700 companies showed that agent attrition/turnover rose to 28.1% in 2023 and is expected to reach 31.2% in 2024.

Managing multichannel operations

As digital channels continue to evolve, organizations are expected to operate across multiple platforms—such as phone, email, chat, and social media.

Managing workloads and teams across these diverse channels can be complex, requiring accurate forecasting and effective intraday management to ensure seamless service delivery.

Balancing compliance and flexibility

Navigating labor laws and regulations—such as union agreements, overtime rules and mandatory break requirements—while also offering employees the flexibility they need can be a tough balancing act.

Workforce management tools help streamline compliance by automating processes, ensuring organizations meet legal requirements while giving employees greater control over their schedules.

We, at Aspect, make sure that all those rules and regulations are considered at scale, not as rigid boundaries but as guidelines that the system handles on the back end. This way, agents can have a seamless self-service experience while the rules act underneath.

Darryl Kelly

CEO, Aspect

Thriving in hybrid and remote work environments

The shift to hybrid and remote work models has introduced new challenges to WFM. Workforce leaders now must consider variables like different time zones and productivity levels.

WFM solutions help adapt performance metrics and scheduling to these unique dynamics, ensuring that teams remain aligned, regardless of work location.

Beyond logistics, workforce management tools promote remote collaboration, supporting business goals and company culture.

Managing outsourced resources

Outsourcing offers flexibility, but it also comes with challenges. These include aligning external teams with your organizational goals and culture, maintaining consistent service quality, and integrating performance data across different systems.

Effective workforce management help coordinate all these moving parts. It ensures that outsourced teams work seamlessly with in-house staff, leading to smoother collaboration and better overall performance.

Chapter 6

Workforce management technologies

Technology has completely changed the way workforce management works. Today’s workforce management systems go beyond just improving scheduling and operations.

Technologies

Advanced forecasting & demand planning

Modern WFM solutions should leverage historical data, trends, and AI-driven insights to accurately predict future demand. Look for forecasting tools that consider variables like promotions and external factors impacting your industry.Accurate demand planning ensures that you allocate the right resources at the right time, avoiding overstaffing or understaffing.

A UI screenshot showing an intra day schedule chart.
Technologies

Dynamic shceduling

A robust scheduling tool should consider employee availability, preferences, skill sets, and compliance with labor laws.

Dynamic scheduling should also allow for quick adjustments when unexpected events happen, like employee absences or sudden spikes in demand, to keep operations running smoothly.

Technologies

Supervisor-employee communication tools

WFM solutions should include integrated messaging systems that enable clear, real-time communication about shifts, updates, or unexpected changes.

Technologies

Real-time adherence tracking

This feature ensures that employees follow their assigned schedules, allowing managers to address late starts, extended breaks, or unplanned activities. Real-time adherence features help maintain operational efficiency and meet SLAs.

A UI screenshot showing the ability to get a quick view of all agent's performance.
Technologies

Intraday performance monitoring

Intraday monitoring tools allow managers to make proactive adjustments, such as reallocating staff or prioritizing tasks, to maintain consistent service levels.

A UI screenshot showing various chart lines for an individual agent's performance.
Technologies

Compliance management

Adhering to labor laws, union agreements, and industry regulations is non-negotiable. A good WFM solution automates compliance tasks, such as tracking overtime, managing break requirements, and adhering to shift length restrictions.

A UI screenshot showing an agent's compliance time percentage over time.
Technologies

Automation

Automation simplifies routine tasks such as scheduling, shift swapping, and performance tracking, saving time for workforce managers.

Technologies

Employee self-service features

Self-service functionality empowers employees to manage their schedules, request time off, swap shifts, and view their attendance records. This reduces the administrative workload for managers and enhances employee satisfaction by giving them more control over their work-life balance.

Technologies

Performance & quality management

An effective WFM solution should provide tools to monitor and enhance employee performance and service quality. Features like real-time metrics enable managers to track key performance indicators such as productivity and schedule adherence.

Integrated coaching tools allow for timely feedback and support employee development, while automated quality assurance streamlines interaction evaluations to identify areas for improvement.

A UI screenshot showing a contact center agent's close rates.
Technologies

Reporting and analytics

WFM tools should offer detailed reporting and analytics on key metrics such as productivity, attendance, adherence, and customer satisfaction. These insights enable businesses to identify trends, address bottlenecks, and make informed decisions to improve operations.

A UI screenshot showing a widget for an agent's score card.
Technologies

Data integration capabilities

Your WFM solution should integrate seamlessly with other systems, such as payroll, HR, and CRM tools, to ensure data consistency and reduce manual work. This holistic approach improves operations and enhances decision-making.

Check out our blog series, How to Buy WFM Software, for insights and practical tips from our workforce management experts.

UI Screenshot showing a logic setup for integrating data from another platform into WorkforceOS.
Chapter 7

AI and machine learning in WFM

AI and machine learning are changing the game in workforce management by making operations smarter and decisions faster. Here’s how these technologies are shaping the future of WFM.

Fig. 5
WFM and AI

Smarter forecasting and scheduling

AI analyzes loads of data—both past trends and real-time information—to predict demand and create optimized schedules. This means workforce managers and analysts can align staffing with needs more effectively and save time by reducing manual planning.

Real-time intraday adjustments

With AI, businesses can monitor live data, like call volumes or customer interactions, and quickly adjust staffing as needed. This helps maintain service levels without managers having to step in manually every time there is a shift in demand.

Planning ahead with predictive analytics

AI tools can identify potential problems—like staffing gaps or missed KPIs—before they happen. By flagging these risks early, managers can act quickly to avoid disruptions.

Chapter 8

How WFM can help businesses in different industries and sizes

WFM systems help improve efficiency, increase employee engagement, and enhance customer experiences in organizations of all sizes, from small businesses to large enterprises.

01

For small businesses

Smaller organizations often juggle limited resources and tight budgets. WFM solutions enable them to:

  • Optimize staffing to meet demand without overspending.
  • Automate scheduling and compliance tasks, saving valuable time.
  • Foster employee satisfaction through better scheduling and work-life balance.
02

For mid-sized companies

As businesses grow, so do the complexities of workforce management. WFM tools can help by:

  • Streamlining operations to handle increasing workloads.
  • Providing data insights for better decision-making.
  • Improving team collaboration across departments or locations.
03

For large enterprises

Managing thousands of employees across multiple locations or departments requires precision and scalability. WFM systems can:

  • Integrate seamlessly with other enterprise systems like HR or payroll.
  • Deliver advanced forecasting and real-time adjustments to meet global demands.
  • Ensure consistent compliance with labor laws and regulations across regions.

Across industries

No matter the sector, WFM solutions address industry-specific challenges:

Contact centers

Optimize agent scheduling and maintain service levels.

Healthcare

Balance patient care needs with regulatory compliance.

Retail

Manage seasonal staffing demands and ensure store coverage.

Manufacturing

Align production schedules with workforce availability.

Airlines

 Optimize crew scheduling, manage flight delays, and ensure compliance with aviation regulations.

Financial Services

Streamline back-office operations, align staffing with transaction volumes, and maintain compliance with strict regulatory standards.

Fig. 6
Reimagining WFM
Chapter 9

Reimagining workforce management with Aspect

With over 50 years of industry-leading experience, Aspect transforms how businesses manage their most important asset – their people.

Our platform simplifies workforce management by streamlining scheduling, improving communication, and enhancing collaboration. It’s built to drive better employee engagement, boost operational efficiency, and support business growth.

Whether you’re scaling your workforce, optimizing resources, or enhancing employee satisfaction, Aspect WorkforceOS gives you the tools to transform how you manage your teams.

Explore Aspect’s workforce management tools

Learn about suite of tools including Workforce and WFX, our new product focused on the agent experience.

Learn about WorkforceOS

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Workforce Primer

Your complete guide to workforce engagement management (WEM) success.

01
Current

What is workforce management?

02
Current
Almost ready

What is employee experience?

03
Current
Coming Soon

What are workforce scheduling best practices?

04
Current
Coming Soon

How do I perform accurate workforce forecasting?

05
Current
Coming Soon

How do I pull helpful insights from workforce analytics?

06
Current
Coming Soon

How do I elevate contact center quality management?