Workplace flexibility a key factor in retaining employees AND customers.

To an employee it might mean being able to adjust his/her schedule in real-time when they have car trouble.

To a customer it might mean being connected to the right help, regardless of channel or time of interaction.

To a business it might mean shifting resources to avoid costly overtime and missed service goals.

Workforce management (WFM) solutions can help enable workplace flexibility; but different channels and functions require different capabilities.

Read the eBook: What You Need to Know about Workplace Flexibility, to learn the unique WFM functionality needed in:

  • The omni-channel contact center
  • Your back-office operations
  • Across a branch network.


We realized the contact center is only 20 percent of our staff, while 80 percent of our staff resides in back-office processing units. So we launched an initiative to expand the scope of workforce planning to include all back-office areas.

Braden Krumrei, Strategic Planning Analyst
Guardian Life Insurance Company