Introduction

  • 7 minutes

Workforce management (WFM) is an important element in any contact center. It ensures that the organizations can quickly adapt to the ever-changing staffing needs, such as holidays, or during peak promotional periods. The Workforce Management (WFM) module in Dynamics 365 Customer Service and Contact Center provides organizations with powerful tools that can be used to forecast demand, plan capacity, and schedule resources effectively across digital channels.

WFM helps ensure the right agents with the right skills are available at the right time to meet service-level goals by applying historical data and real-time insights. Core capabilities include volume forecasting, automated and manual shift scheduling, intraday management, adherence tracking, and performance analytics. These features enable businesses to optimize staffing, control costs, improve customer experience, and enhance employee engagement.

In addition to workforce management, another important element of any contact center is AI. Microsoft Copilot for Service provides AI capabilities to service organizations regardless of the CRM platform that they're using.

Learning objectives

After successfully completing this learning module, you're able to:

  • Describe what Workforce Management is and why it's important.

  • Describe the forecasting and capacity planning options available.

  • Describe scheduling and shift planning.

  • Describe Copilot for Service and why it matters.