Contact Center WFM Maturity Model

The Contact Center Workforce Management (WFM) Maturity Model outlines various stages of workforce management, providing a framework for organizations to assess and enhance their WFM practices. Here’s a concise overview of each maturity phase:

Note: These are key points for assessing WFM in a contact center. Additional observations may be needed, and these may not apply to all centers.

𝗖𝗿𝗮𝘄𝗹 (𝗕𝗮𝘀𝗶𝗰): Focuses on establishing fundamental WFM elements.

Forecasting: Minimal or no internal forecasting.
Planning: Basic capacity planning with no standardization or governance.
Scheduling:

Schedules are released 1-2 weeks ahead.
High schedule inflexibility (inconsistent staffing at the interval level, periods of Overstaffing & Understaffing due to shift constraints like consecutive offs, limited hours of operation, etc. ).

Real-time management: RTM is mostly reactive, and focused on end-of-day KPI delivery.
Agent productivity: Low agent productivity and adherence.

Walk (Intermediate): Introduction of WFM software and refinement of processes.

Forecasting: Long-term and short-term forecasts with ±10% accuracy (Week-to-Date/Month-to-Date).
Capacity Planning: Standardized inputs and outputs.
Scheduling:

o Schedules are released 3-4 weeks ahead with quarterly bids.

o Lower inflex with varied schedule types.

Real-time management: RTA manages the day with predefined alert mechanisms.
Agent productivity: Improved agent productivity and adherence with defined targets.

Run (Advanced): WFM focused on optimized processes & strategic decision-making

Fully integrated WFM software with ACD (Automatic Call Distributor), reporting, and BI (Business Intelligence) systems.

Forecasting: Long-term and short-term forecasts with ±10% accuracy (Day/Interval level).
Capacity Planning: Enterprise Global/regional operational unit (O/U) strategies.
Scheduling:

Schedule changes are limited to quarterly bids.
Employees hired in flexible/part-time schedules to create best-fit schedules.
Greater employee empowerment with self-service options (e.g., shift trades/bidding).

Real-time management: RTA predicts staffing shortages and re-forecasts as needed.
Agent productivity: Daily rigor on financial tracking (Bill to Pay) and schedule adherence.

Fly (Predictive): WFM focused on AI-driven automation, predictive analytics

Forecasting: AI-driven forecasting, data preparation, anomaly Handling, and predictive Modeling
Planning: Dynamic Capacity planning with scenario modeling and what-if analysis.
Scheduling:

AI-driven scheduling, automated staffing alerts, and proactive agent reallocation
Personalized, AI-generated schedules based on individual preferences, work-life balance, and productivity patterns.

Real-time management: AI-driven RTM, intelligent call volume monitoring & skill-based agent movement
Agent productivity:

Predictive cost analytics for labor budget optimization.
Real-time workforce profitability tracking linked to revenue impact.

If you want to provide feedback or want to contribute to future versions of this maturity model then kindly reach out to us at info@wfmelearning.com

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Ritesh Parswani
Seasoned WFM professional

Contact Center WFM Maturity Model

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