What Is Workforce Management

If the term “workforce management solution” conjures up images of temporary agencies outsourcing staff on short notice, then writing a white paper to explain this concept is justified. For the uninitiated or those unfamiliar with the term, at its simplest, workforce management (WFM) solution refers to software solutions for contact centers, back offices and stores that help put the right person with the right skills in the right place at the right time.