The ROI of Workforce Management: Optimizing Service and Cost Balance
Effective Workforce Management drives ROI by optimizing forecasting, planning, and scheduling processes, ensuring the right staffing levels to balance service quality and cost efficiency.
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The ROI of improved Workforce Management (WFM) is based on the relationship between service and cost, which is a function of staffing. Delivering consistent service at a lower cost requires having the right number of agents available exactly when customers need support.
Although the impact of effective WFM is often measured by output metrics such as service level, efficiency, and cost, each core WFM process has specific indicators. These include Forecast Accuracy, Staff Plan Accuracy, Schedule Quality (or Efficiency), and Schedule Adherence, each linked to forecasting, capacity planning, scheduling, and real-time management.
Since these processes are interconnected and build on one another, it’s essential to measure and optimize each one. Estimating improvement for each of these processes will provide a clear calculation of the ROI of enhancing your WFM.