Workforce management (WFM) is a critical component of successful contact center operations, encompassing everything from forecasting and scheduling to resource allocation and real-time performance management. At its core, WFM is based on both historical data and predictive analytics to ensure that the right number of agents with the right skill sets are available at the right time to meet customer demands. However, in today’s dynamic business environment, there’s a need for more than just balancing agent availability and call volume—it’s about striking the right balance between service level adherence and providing top-tier service.

One of the major challenges that come with workforce management is the decision of whether to manage operations onshore, offshore, or a hybrid model. Each option presents its own set of costs, risks, and benefits, which must be carefully considered in order to maximize ROI while maintaining high levels of customer satisfaction. As we move toward a more globalized approach to contact centers, managing the costs associated with different geographical locations while maintaining service excellence becomes a complex yet vital task.

My approach to workforce management focuses on creating a healthy balance between service levels and service quality. While meeting service level targets is important for maintaining operational efficiency, it should never come at the cost of customer satisfaction. Achieving this balance requires thoughtful planning, ongoing analysis, and a culture of continuous improvement. I work closely with my teams to ensure that they not only meet performance metrics but also exceed customer expectations, fostering an environment where quality service is as important as efficiency.

My expectations of the workforce team align with this philosophy. I encourage an environment where performance targets are seen as tools for growth and improvement, rather than as rigid benchmarks. By setting clear goals, providing the necessary support, and fostering a culture of collaboration, I help ensure that my teams are equipped to meet both customer and business needs—whether those needs are driven by historical trends or predictions about future demand. In the end, it’s not just about staffing levels—it’s about empowering employees to deliver exceptional service that drives long-term customer loyalty and business success.