What is Workforce Management? There is an old adage in the Contact Center that WFM means having the “Right people, in the the right place at the right time” in recent years, we’ve seen, “with the right skills” as a common addition this statement. The purpose of Workforce Management in a Contact Center is simply to predict workload amounts, when that workload will need to completed and how many people are need to complete or handle that workload within the SLA (Service Level Agreement) targets that the business has set. How this get’s accomplished, that’s where the methodologies, processes and procedures become incredibly varied.