Description

Workforce management (WFM) software has been available for contact centers for more than twenty years. It is a stable, robust, mature technology that has a proven ROI. WFM users have always been able to rely on their tools to make good forecasts about call volume and adjust their staffing accordingly. But it hasn't been on the cutting edge of developing technology since the mid-1990s. And yet there is a resurgence of interest WFM among end users and vendors alike in recent years. Though it never really went away, the spotlight has been off this stalwart tool for quite a while. But there have been some developments in the industry that have thrust attention back onto WFM.