1. Home
  2. Neighbourhood
  3. Media & Insights
  4. White Papers
  5. Buyer’s Guide to WFM

White paper

Buyer’s Guide to WFM

The front cover of Puzzel's Buyer's Guide to WFM.

A Workforce Management (WFM) solution is one of the most powerful tools you can have in your contact centre toolkit.

These solutions enable companies to manage their staff more efficiently and effectively, with accurate forecasting, optimised scheduling, intraday management, real-time adherence and reporting.

By using historical data captured directly from the contact centre, resource planners can generate forecasts and create schedules that will ensure the highest service levels for customers, the best experience for agents, and the lowest operational cost for the organisation.

This can be a complicated and time-consuming process when working solely with spreadsheets. But a WFM solution reduces the process to just a few minutes, empowering resource managers with everything they need in a single application accessible on any device, at home or in the office.

In this white paper, we explain everything you need to know about workforce management and what to look for when shopping for a solution. From the must-have features to budgeting considerations and achieving ROI – it’s your guide to better resource planning and performance.

You might also like…

Call us on

+44 333 300 0066


Arrange a call back


Please enter your details and a representative from our support team will call you back between 09:00 to 17:00 Monday to Friday.

Thank you

We will call you back shortly.

Speak to an expert

Our expert team are online and here to help.

Get in Touch

Sorry, our chat is currently closed. Please enter your details below and we'll get back to you: