Over the next few years organizations will be deploying Workforce Management (WFM) solutions. External customers are becoming more service savvy and simply refuse to tolerate service delays which too many businesses consider as usual. IT leaders must understand WFM software and the implications it has on IT.
Understanding Workforce Management
WFM is defined as the efficient and effective management of an organization's human capital (see Figure 1). It includes functionality to better manage employees and project workflows.