Workforce Management

[breeblebrax]

Can someone give be a quick two line explanation of
what workforce management software actually does.
(With using the words workforce management)

Thanks,

Chuck King
IVR software VoIP Phone Systems

[JWAN]

It defines and manages the call centre agents' daily activities and adherence. It is more powerful when combined with RTA (real time adherence) so that call centre managers/analysts can check agent adherence in real time. If the call volume is high, more focus should be put on checking adherence to maintain the service level. When it is slow, it can be used to direct agents to get trainings/meetings.