{"id":15654,"date":"2020-12-24T12:23:12","date_gmt":"2020-12-24T12:23:12","guid":{"rendered":"\/gb\/en\/blog\/?p=15654"},"modified":"2023-01-16T17:31:02","modified_gmt":"2023-01-16T17:31:02","slug":"what-is-wfm-and-what-are-the-benefits","status":"publish","type":"post","link":"\/gb\/en\/blog\/what-is-wfm-and-what-are-the-benefits\/","title":{"rendered":"What Is WFM and What Are the Benefits?"},"content":{"rendered":"<h2><b>The Benefits of Workforce Management (WFM) Software<\/b><\/h2>\n<p><span style=\"font-weight: 400;\"><a href=\"\/gb\/en\/blog\/leading-contact-centre-teams-through-change-report\/\" target=\"_blank\" rel=\"noopener\">People are at the heart of every successful organisation<\/a>, and in order for your business to thrive you need to get the most out of your employees. Workforce management can help you do just that. Executed properly, WFM will allow you optimise your workforce, cut costs, and increase operational efficiency. In this article we take a closer look at workforce management and discover what it can do for your business.<\/span><\/p>\n<h2><b>What is WFM?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">WFM is a set of integrated processes designed to streamline day-to-day operations and maximise the productivity of your staff. It includes key business functions such as scheduling, performance management, budgeting, and forecasting. By implementing a successful workforce management system, you can manage your time and resources more effectively, enhance the <a href=\"\/gb\/en\/blog\/definitive-guide-customer-experience\/\">customer experience<\/a>,<\/span> <span style=\"font-weight: 400;\">and improve your bottom line.<\/span><\/p>\n<h2><b>What does WFM mean for your call centre and why is it so important?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Workforce management is key to the success of any enterprise, but if you\u2019re running a busy call centre or contact centre, <\/span><a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/features.html\"><span style=\"font-weight: 400;\">implementing an effective WFM system<\/span><\/a> <span style=\"font-weight: 400;\">is absolutely vital. The right WFM software will give you the tools you need to manage, monitor, and motivate your workforce. Here are some of the ways WFM software can benefit your company:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Scheduling: One of the biggest challenges for any call centre is staff scheduling. Ensuring you have enough agents to meet demand on a day-to-day, shift-by-shift basis can be a difficult, complex process. WFM software enables you to assign employees quickly and easily, taking into account things like holidays, absenteeism, and staff preferences to help you optimise your workforce.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Forecasting: In order to produce a workable schedule, you first need to know your short, medium, and long-term staffing requirements. Drawing on relevant data, WFM software can provide you with accurate, up-to-the-minute forecasts, helping you maximise resources and reduce costs without sacrificing the quality of your work.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Quality management: Tracking employee performance data, such as number of calls answered and customer survey scores, can help you get the best out of your staff; but crunching the numbers can quickly eat into your time and resources. Call centre WFM software includes automated tools that enable you to collate and analyse key performance metrics. It allows you to provide constructive feedback, set realistic targets, and identify potential training opportunities.<\/span><b>\u00a0<\/b><\/li>\n<\/ul>\n\t\t<style>\r\n\t\t\t@media (min-width: 768px) {\r\n\t\t\t\t.bottom-cta .bottom-cta-img {\r\n\t\t\t\t\tfloat: left;\r\n\t\t\t\t\twidth: 50%;\r\n\t\t\t\t}\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-img img {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta {\r\n\t\t\t\tbackground: #001138;\r\n\t\t\t\tpadding: 30px;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy {\r\n\t\t\t\tpadding: 0 30px;\r\n\t\t\t\toverflow: hidden;\r\n\t\t\t\tcolor: #fff;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy .btn-primary {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\t\t<\/style>\r\n\t\t<div class=\"bottom-cta  CID-cta-2FdM5dTp IID-cta-69d01679d7255\"\r\n\t\t\tdata-dl-custom-type=\"cta\">\r\n\t\t\t<div class=\"bottom-cta-img\">\r\n\t\t\t\t<img decoding=\"async\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/female-contact-centre-agent-working-from-home-on-the-floor-with-her-baby-daughter-is-on-the-sofa-laptop-headset-1-scaled.jpg\" alt=\"Call to action banner\">\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"bottom-cta-copy\">\r\n\t\t\t\t<span style=\"font-size: 24px; line-height: 30px;\">New research: Leading UK contact centres through change. Learn from the experiences of your peers.<\/span>\r\n\t\t\t\t<span class=\"text-center\" style=\"display: block;\">\r\n\t\t\t\t<a class=\"rc-cta-shortcode btn btn-primary btn-lg\" data-dl-element=\"button\"\r\n\t\t\t\t\tclass=\"btn btn-primary btn-lg\" style=\"margin-top: 16px; font-weight: bold;\"\r\n\t\t\t\t\ttitle=\"Read the report\" href=\"\/gb\/en\/blog\/leading-contact-centre-teams-through-change-report\/\" target=\"_blank\"\r\n\t\t\t\t\trel=\"noopener noreferrer\" data-dl-additional-info=\"New research: Leading UK contact centres through change. Learn from the experiences of your peers.\"\r\n\t\t\t\t\tdata-dl-name=\"New research: Leading UK contact centres through change. Learn from the experiences of your peers. | Read the report\">Read the report<\/a>\r\n\t\t\t<\/span>\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"clearfix\"><\/div>\r\n\t\t<\/div>\r\n\t\t\n<h2><b>What is the best WFM software for call centres?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">If you\u2019re thinking about implementing a workforce management solution, it\u2019s important to choose wisely. Ideally, your call centre WFM software should include advanced features, such as predictive analytics, real-time dashboards, and \u2018what if\u2019 analysis. It should integrate seamlessly with your existing systems and procedures, and it should be scalable so it can grow with your business. Here are a few more things to consider when implementing or upgrading your WFM <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\">call centre software<\/a>:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ease of use: It\u2019s important that the software is user friendly. Your employees are much more likely to buy into your WFM system if it includes an attractive interface, easy to navigate dashboards, and accessible training tools.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Compliance: Managing a call centre involves a lot of red tape. Make sure your preferred WFM software includes adequate reporting tools to help you meet all the necessary compliance.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Security: A security breach could spell disaster for your organisation. Robust security features such as firewalls and password protection are essential if you want to safeguard your digital assets.<\/span><\/li>\n<\/ul>\n<h2><b>\u00a0Get the most out of your call centre with RingCentral<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">If you\u2019re running a busy call centre, labour and agent support make up roughly two-thirds of your operating costs, so it\u2019s important to get the most out of your investment.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral offers a reliable,<\/span> <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/features.html\"><span style=\"font-weight: 400;\">robust WFM solution<\/span><\/a><span style=\"font-weight: 400;\">, with a host of workforce optimisation tools. Key features, such as scheduling, forecasting, and quality management can help you reduce agent downtime and build better customer relationships. By implementing the right call centre or contact centre WFM software, you can save yourself time and money, increase productivity, and enhance the reputation of your brand.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For more information about WFM and how RingCentral can help you optimise your workforce, get in touch today and <\/span><a href=\"https:\/\/www.ringcentral.com\/gb\/en\/whyringcentral\/contactus.html\"><span style=\"font-weight: 400;\">speak to one of our product experts<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n\t\t<div class=\"uc-expo-cta-2 style-4  CID-cta-2FdM5dTp\"\r\n\t\t\tdata-dl-custom-type=\"ctaButton\">\r\n\t\t\t<div class=\"inner-container\">\r\n\t\t\t\t<div class=\"text\">\r\n\t\t\t\t\t<span>Expert advice on how to meet customer expectations, manage remote employees and set agents up for success.<\/span>\r\n\t\t\t\t<\/div>\r\n\t\t\t\t<div class=\"button\">\r\n\t\t\t\t\t<span class=\"\">\r\n\t\t\t\t\t\t<a class=\"rc-cta-shortcode btn btn-primary btn-lg\" data-dl-element=\"button\"\r\n\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg\" href=\"\/gb\/en\/blog\/leading-contact-centre-teams-through-change-report\/\"\r\n\t\t\t\t\t\t\tdata-dl-additional-info=\"Expert advice on how to meet customer expectations, manage remote employees and set agents up for success.\"\r\n\t\t\t\t\t\t\tdata-dl-name=\"Expert advice on how to meet customer expectations, manage remote employees and set agents up for success. | Read the report\" target=\"_blank\"\r\n\t\t\t\t\t\t\trel=\"noopener\" title=\"Read the report\">Read the report<\/a>\r\n\t\t\t\t\t<\/span>\r\n\t\t\t\t<\/div>\r\n\t\t\t\t<div class=\"clearfix\"><\/div>\r\n\t\t\t<\/div>\r\n\t\t<\/div>\r\n\t\t\n","protected":false},"excerpt":{"rendered":"<p>The Benefits of Workforce Management (WFM) Software People are at the heart of every successful organisation, and in order for your business to thrive you need to get the most &hellip; <a href=\"\/gb\/en\/blog\/what-is-wfm-and-what-are-the-benefits\/\" class=\"more-link\">Read more<span class=\"screen-reader-text\"> &#8220;What Is WFM and What Are the Benefits?&#8221;<\/span><\/a><\/p>\n","protected":false},"author":244,"featured_media":15712,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What Is WFM and What Are the Benefits? | RingCentral UK Blog<\/title>\n<meta name=\"description\" content=\"Your guide to workforce management, the benefits of WFM, and how to choose the right software for your call centre. Find out more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/blog\/what-is-wfm-and-what-are-the-benefits\/\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"What Is WFM and What Are the Benefits? | RingCentral UK Blog","description":"Your guide to workforce management, the benefits of WFM, and how to choose the right software for your call centre. 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