Workforce Management Software
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What Is Workforce management (WFM) software?
Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centres and other service businesses that employ a large number of workers who are paid on an hourly basis. The goal of WFM software is to gain visibility into business metrics, such as the fewest number of agents needed at a particular time of day or the amount of time it takes to produce a particular product.