Workforce management


Workforce management is an institutional process through which Human Resources planning is integrated with an organization’s strategic plan.

The process includes all the activities needed to maintain a productive workforce, such as:

  • Field service management
  • Human resource management
  • Performance and training management
  • Data collection
  • Recruiting
  • Budgeting
  • Forecasting
  • Scheduling
  • Analytics

As workforce management has developed from a traditional approach of staff scheduling to improve time management, it has become more integrated and demand-oriented to optimize the scheduling of staff.

What is Mediatel Data Workforce Management Module ?


The WFM module is a client-server application used as a help tool for MCC modules. The server component is integrated in MCC server module, client module is integrated in both Supervisor and Agent applications.

  • Forecasting
  • Leadership Planning
  • Reputation Management
  • Improving KPIs
  • Reduces personnel costs
  • Provides tools for evaluation and improves the overall strategic plan

What our workforce offers ?

  • Incoming calls analyze
  • Outgoing campaigns (analyzing & scheduling)
  • Forecast workload
  • Compute staff requirements
  • Create auto staff schedule (including special holiday program, increase or decrease of the workflow volume )
  • Setup intra-day activities
  • Real Time Monitoring of scheduled activities (agent adherence to program)