Workforce Management

Also commonly referred to as WFM for short, workforce management is a term used to describe a series of institutional processes all designed to maximize both the performance and the competency of an organization and the employees who are working for it. At Goodbay, we use our own proprietary workforce management heat map to deliver the best service levels possible by optimizing staffing according to ticket trends. This guarantees our dedicated agent team is running as lean and efficient as possible to meet our clients targeted SLAs.