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Workforce Management (WFM) and Efficiency in the Contact Centre

Workforce Management (WFM)

Workforce management and efficiency in a contact centre or call centre environment can be improved through a combination of strategies that focus on optimising staffing, training, technology, and processes.

Optimise Staffing

Staffing is a crucial element of contact centre efficiency. Ensuring the right number of staff is available during peak hours is important. One way to ensure optimal staffing is by using workforce management software, which can forecast call volume and staffing needs accurately.


Training is essential for contact centre agents to deliver quality customer service. Regular training can help agents develop the skills necessary to handle complex customer queries efficiently. Investing in training programs that focus on soft skills like communication, problem-solving, and conflict resolution can also improve efficiency.


Using the right technology can also improve workforce efficiency. For instance, implementing an Interactive Voice Response (IVR) system can help customers get answers to basic queries without having to wait for a human agent. Similarly, using chatbots or virtual assistants can reduce the workload of agents by handling routine queries.

Process Optimisation

Streamlining processes and reducing redundant steps can significantly increase efficiency. Conducting regular process audits to identify areas that need improvement and implementing changes to optimise these processes can lead to a more efficient workforce.

Performance Metrics

Tracking performance metrics such as average handle time, first call resolution rate, and customer satisfaction can help identify areas that need improvement. Regular monitoring of these metrics can help contact centres identify opportunities for improvement and make adjustments to improve workforce efficiency.

Workforce Management (WFM) in Summary

By focusing on these Workforce Management (WFM) strategies, contact centres can achieve their business goals by optimising their workforce, reducing costs, and providing a better customer service experience.

Have you discovered the benefits of WFM in your Contact Centre strategy yet?

If not, why not contact us now to find out more? After all, as winner of the SME Northern Enterprise Award for Cloud Communication MSP of the Year 2023, it's proven, we know what we're talking about!


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