Workforce management is the process of forecasting customer demand and scheduling enough agents to meet that demand.
Workforce management (WFM) combines historical data on ticket volume and peak hours with shift scheduling, so enough agents are available at any given moment to answer customer questions promptly.
Poor workforce management causes two problems: too little staffing brings long queue times and frustrated customers, while too much staffing brings unnecessary labor costs.
With historical data on ticket volume, peak hours, and average handle time from Bugalou's dashboard, team leads can more accurately estimate how many agents are needed at any given time.
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