What is workforce engagement?
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.
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.
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.
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.
Key benefits of workforce management
WFM solutions are designed to help organizations achieve their objectives.
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.
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.
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.
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.
What is employee engagement and why is it important?
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.
Workforce management technologies
Technology has completely changed the way workforce management works. Today’s workforce management systems go beyond just improving scheduling and operations.
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.
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.
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.
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.
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.
