Workforce management fails when mid-week demand shifts, campaign spikes, and intraday capacity changes put service levels, productivity, and cost efficiency at risk — leading to avoidable overstaffing or SLA exposure across programs.

Even a 3–5% overstaffing buffer across blended or multi-skill contact center environments can translate into significant margin leakage.

FLOW WFM transforms traditional workforce planning into workforce intelligence from a single unified platform. Teams can manage intraday volatility, respond to short-term capacity shifts and align workforce plans to long-term growth strategies in real time.

In this live demo, you will see how FLOW enables:

• AI/ML forecasting that learns from historical trends, seasonality, campaign data, channel mix and real-time signals to improve demand prediction accuracy.
• Scenario modeling and predictive staffing simulations to plan for peak loads within budget constraints.
• Automated capacity planning to consistently meet service-level commitments while optimizing staffing levels.
• Dynamic intraday replanning with proactive risk alerts to respond to real-time demand volatility, improving productivity and cost efficiency.