Workforce management (WFM) is the process by which a company makes all of the complex factors of running a successful business come together to maximize an organization’s productivity and competency.

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Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. A contact center is every customer’s first call for answers ...

Before the pandemic, workforce and human capital management software and services were mainly used to track employee attendance and work. But with a more hybrid and gig-centric workforce, those tools ...

Suggested Citation: "Chapter 1 - Introduction." National Academies of Sciences, Engineering, and Medicine. 2023. Bus Operator Workforce Management: Practitioner's ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...