Workforce Management

Introduction

The goal of workforce management (WFM) is to optimize the deployment of the most valuable - and costly - resource in every contact center: the employees.

How does WFM work?

WFM is a repeating process and that’s why it is often characterized as a cycle:

It starts with forecasting, which accurately predicts future contact metrics such as volume and average handling time (AHT) using historical data and business intelligence that you add, such as upcoming marketing campaigns.
Planning is about making sure that your contact center employs the right number of agents to cope with the anticipated scale of the business in the long term.
Scheduling is about creating shifts for employees which match supply and demand for staff as closely as possible, as often as possible. You must take into account skills, labor laws, employment contracts and other constraints.
Intraday management is about identifying where reality has deviated from plan, for example, an unexpected volume spike or unusually high sickness levels. It enables you to take swift and effective corrective action to defend your KPIs.
Analytics give you insights that will help you to constantly improve. For example, you can measure your shrinkage, which will feed into your staffing calculations next time round the cycle.
Employee engagement is about letting your employees interact with the planning process and feel more in control. It impacts the whole WFM process.

Why our customers love what we do

Quick ROI, considerable improvement in staffing

"The improvement in staff hours being delivered to front line services had been so good that the product had paid for itself within the first four months of usage."

AXA Ireland

Excellent and personal customer care at all times

"I love the injixo team's flexibility, agility, and intense customer focus. Every time I have any questions, they not only are Johnny-on the-spot, but go way past above and beyond to make sure I am cared for."

CCI Systems

Easy to learn, simple to use

"Simple to use and effective. With accurate forecasts, comprehensive scheduling and an easy to use 'real-time adherence monitor, we have been able to reduce our budgeted FTE and achieved our SL every month."

emovis

Empowering WFM heroes since 1995

injixo is a leading cloud-based workforce management solution, designed to empower people to do outstanding work. Our platform, featuring advanced forecasting, scheduling, real-time management, and employee engagement tools, is constantly innovating to meet ever-changing business needs.

injixo is trusted by a global community of 200,000 users in 30 countries worldwide