Workforce Management Process

  Why are we not getting volumes according to our forecast?"     "Why are we short staffed while making schedules, when we hired the right number of staff?"     "Why are we consistently failing service level during certain intervals each week?" A lot of workforce management professionals in contact centers come across these questions during their career, particularly when programs do not deliver performance as expected. So what exactly causes these programs to fail performance consistently? The answer may point towards gaps in the workforce management process. Let's first understand the various steps involved in the workforce management process. Here is a high level overview of the workforce management process. I have tried to keep this simple, some of these steps may vary according to the organization. The first step in this process is forecasting transaction volumes at various levels (Long Term, Mid Term & Short Term). The next step is staff