Choosing Between Centralised and Segmented WFM Models

In my career, I have encountered two primary end-state WFM (Workforce Management) models: Centralised and Segmented. The choice of which model to implement depends on the contact center's maturity/complexity and the level of WFM maturity.

Centralised Model:

In this model, WFM teams are split based on functional roles and service multiple departments. The primary functional WFM roles include:

1. Real-Time Monitoring

2. Scheduling

3. Forecasting / Capacity Planning

4. Reporting and Analytics (Sometimes outsourced, with its pros and cons)

Segmented WFM Model:

This model involves a WFM team integrated within a single department, typically a smaller team. The team members' responsibilities are fluid, covering various WFM functions such as real-time monitoring, scheduling, forecasting/capacity planning, and reporting/analytics.

In my experience, when building a WFM system initially, I lean towards a segmented WFM model due to the following reasons:

1. Easier stakeholder relationship building

2. Faster ramp-up time to understand the business operations

3. Quicker implementation of WFM systems and processes

4. Flexibility in WFM responsibilities allows better adaptability during implementation

Later, as WFM support matures and other businesses seek support, centralisation may be appropriate for the following reasons:

1. Efficient scaling of WFM support

2. Streamlined roles and responsibilities for the WFM team

3. Standardised support across all businesses

Transitioning from a segmented to a centralised model can pose challenges, such as bottlenecks leading to increased turnaround time and potential task execution failures. For instance, in a segmented model, the capacity planner is often the scheduler, resulting in quicker schedule creation. In a centralised model, the scheduler might wait for the planner to provide information, causing delays. Combatting these bottlenecks involves establishing efficient communication channels to disseminate necessary information to all departments promptly.

The choice between a Centralised WFM Model and a Segmented WFM Model should be driven by the specific needs and circumstances of each organisation. A Segmented Model can offer quick adaptability, stronger stakeholder relationships, and faster implementation, making it a favourable option during initial stages. However, as WFM support matures and demands scale, a Centralised Model might be more efficient in providing standardised support and streamlined roles. Understanding the unique challenges and benefits of each model is essential for making an informed decision that aligns with the organisation's goals and helps achieve optimal workforce management efficiency and effectiveness. By tailoring the WFM approach to the organisation's evolving requirements, businesses can unlock their full potential and succeed in optimising workforce operations in today's dynamic and competitive landscape.