What Is Scheduling In WFM at Assembled?

Intra-day forecasting and real-time analytics for workforce management

What Is Scheduling In WFM?

There are a lot of challenges that come with running a call center. One of the biggest challenges that people may face is making sure that they have enough people working at a given time. This is where workforce management can be helpful. Even though a lot of people think that workforce management revolves around scheduling, there is actually much more to workforce management than just managing employee work times. Particularly when it comes to the call center, customer service, and customer support world, workforce management is all about placing employees in the best position possible to meet the needs of their customers. Therefore, even though scheduling is one component, this is only one portion of it.

For those who are wondering, “what is scheduling in WFM,” it is important to take a closer look at the types of scheduling in WFM. For example, one component involves call center forecasting and scheduling. This is the process of taking a look at exactly how many customer service agents are going to be needed to take care of a certain shift. Then, companies will need to take a look at their scheduling software and make sure they have enough people scheduled to work. By taking a look at how many employees companies are going to need a few weeks or a few months in the future, they will be able to hire and train additional agents to meet the needs of their customers. That way, they are able to keep up with their needs, anticipate demands, and meet the expectations of their customers.

On the other hand, making sure that there are enough people scheduled is only one component of workforce management. It is important for managers to think about how they are going to be able to place their employees in an advantageous position. For example, this may mean hiring more customer service agents in advance. Or, this could entail putting their agent through additional training to make sure they are able to handle the needs of their customers. All of this is important when it comes to workforce management.

Call Center Forecasting Tools

One category of tools that people may find helpful when it comes to call center management are called call center forecasting tools. It can be a significant challenge for managers to figure out exactly how many agents they should staff at a given time, especially when trying to do so months or years in advance. For example, managers want to make sure they have enough people available to meet the needs of their customers who are calling in. On the other hand, they do not want to schedule people to work if they are not needed.

As one of the most important workforce management tools, it is critical for managers and leaders to use call center forecasting tools. When it comes to call center forecasting tools, this is the process of looking at the past performance to control and predict future results. Managers are going to use this type of software to take a look at the peak call volumes during the same time last year. Then, they will figure out how many agents are needed to work to handle the same number of calls this year. It is important for managers to make an adjustment if a company has grown from last year or if they have new products and services that could result in support spikes.

Because these calculations can be somewhat complex, it is important to use software to automate these tasks. That way, business leaders and managers can make sure that no mistakes are made or add in new factors. The company should take a look at all of the call center forecasting tools available make sure they find the one that has been designed to meet their needs and size. Call center needs can vary from industry to industry and on their function. It might be helpful for managers to locate call center forecasting software that has been designed specifically for their industry.

Workforce Forecasting

Workforce forecasting is one of the most important parts are finding a call center. When it comes to forecasting in WFM, companies need to make sure they are able to predict when high call volumes are going to come in. This is where call center scheduling methods and workforce management come into play.

There are specific WFM formulas that companies can use. These formulas may vary from industry to industry. Some of the components that may play a role when it comes to workforce management scheduling are:

  • The number of employees who are being scheduled to work.
  • The average amount of time it will take to resolve the call.
  • The percentage of phone calls that are going to be escalated.
  • The percentage of calls that are handled on the first attempt. 

All of this is important for making sure that companies schedule enough employees to work a given shift.

Workforce Management App

There are lots of apps that are available that companies can use to make their scheduling process easier. One of the biggest challenges that managers had to face in the past involve swapping employee shifts. It might be possible for companies to use an app that allows employees to swap shifts among themselves as long as they meet certain parameters.

There are also workforce management applications that business leaders can use to open up various shifts if people are going to sign up for them on their own. That way, leaders can change the number of ships that are available if the anticipated demand changes as well. A workforce scheduling app or a workforce management app is important for placing employees in a position to be successful.

WFM Scheduling

There are lots of ways that companies can handle their work for scheduling issues. In a lot of situations, these scheduling issues will vary from industry to industry. For example, WFM scheduling for an outbound sales team can be a bit of a challenge due to the call schedule and territories that are created. WFM forecasting and scheduling also has to be able to anticipate employees who might be going on vacation. In addition, scheduling in WFM also has to be able to handle when employees end up having to call in sick and adjust quickly.

There are several pain points that companies commonly encounter when they are trying to handle their scheduling issues. First, a lot of managers are tired of having to swap employee shifts for themselves. For example, if an employee has to change his or her schedule shift because of a family emergency, it is not unusual to have a manager step in and address this issue.

Another issue that companies may experience involves employees who are scheduled to work when they are not needed. Sometimes, the anticipated demand is not there. Then, employees end up being scheduled to work when they are not needed. It is helpful for companies to use advanced software that takes advantage of historical data when predicting the number of employees that are needed to work a given shift.

Finally, companies also need to make sure they are able to hold their employees accountable if they do not show up, particularly if they are working remotely. That is where advanced software can be helpful as well.

Workforce Management System

When it comes to developing a workforce management system, scheduling is only one component of workforce management. It is important to use workforce management scheduling and combine it with a number of other company process is to create an entire system.

There are a number of best practices that companies need to follow to make sure they are getting the most out of their workforce management system. First, it is important to remember that this is more than just a software program. In addition to taking a look at the features of the various software programs that are available, it is important for companies to make sure they train their managers and employees to make sure that they get the most out of the software program.

Companies should make sure they take a look at the benefits and drawbacks of all options when it comes to workforce management systems. For example, there might be a system that has been designed specifically for their industry. By using a specialized system, companies can place their employees and their managers in a position to optimize every minute of time they spend working.

Workforce Scheduling Software

There are different ways that companies can handle work for scheduling. It is important to think about workforce scheduling optimization using workforce scheduling software. That way, companies can use a workforce scheduling system to make sure their employees and their managers are happy. When it comes to addressing a workforce scheduling problem, there are a couple of ways this can be handled.

First, some companies prefer to let their employees schedule themselves. As long as every shift is covered appropriately, this is a great way to shift some of the autonomy to the shoulders of employees. By letting employees schedule themselves, they demonstrate a certain level of trust in employees that will imbue them with a sense of loyalty.

In other situations, companies may prefer to use managers to schedule employees on their own. Using advanced software programs, it is easier for managers to quickly and easily schedule employees for various shifts.

Regardless, it is important for companies to make sure they are upfront and honest regarding how employee scheduling is going to be handled. If employees need to take time off for any reason, companies need to make sure they do everything they can to accommodate this request.

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Jackie Chung
Senior Workforce Analyst, Casper
Scalability is a huge factor when it comes to our partnership with Assembled. We're able to automate efficiently, make more informed decisions, and take additional inputs into account when optimizing customer experience.
Laura Levy
Customer Experience Program Manager, monday.com
Assembled really stood out. Beyond just working, it felt like it was one of the only workforce management tool that was built for today.

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