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Workforce Management V Workflow Management in the Back Office – What’s the difference? - Business Systems UK Ltd - Blog

Workforce Management V Workflow Management in the Back Office – What’s the difference?

Having the right workflow and workforce management capabilities in place can significantly improve your business performance and productivity in the back office, especially when combined together.

Workforce management takes care of your people (or robots) and aims to improve productivity and performance from the human perspective by placing the correctly skilled people in the right place at the right time.

Workflow consists of orchestrated and repeatable patterns of business activity, whereas workforce management is an institutional process that maximises resource performance and competency for an organisation.

Explained simply, workflow manages your processes and projects, it improves productivity from the perspective of the work itself by defining tasks, splitting them into manageable chunks, and allocating them to individuals and teams.

  • Workforce - deals with your people
  • Workflow - deals with your work and processes

When the two capabilities are implemented harmoniously, the effect can be truly transformative for a business.

Understanding Workforce management

Workforce management is about managing the people in the context of the work they’ll be doing. It deals with; the who as well as the how.

Back Office WFM systems provide operational intelligence on:

  • The work that needs to be completed,
  • Where is needs to be done,
  • Who is best placed to do it and,
  • Which systems they’ll need to use

In this way, a workforce management system can be used to identify where there are major resource or skill shortages, surpluses or system bottlenecks, and consequently plan, schedule and forecast the right agents to fulfill business needs.

It is a great way of spotting areas of the organisation that need re-engineering and building a business case for getting it done.

Understanding Workflow Management

Workflow management is interested in gathering information about service demand and the processes used in the delivery of that service, in order to automate the process flow where possible, and track cases through sequential or parallel activities.

Today, a workflow is a joint effort between Operations and the IT department. Developed in-house, it involves a great deal of business analysis followed by a development stage, (changing core business systems), and then implementing a test phase which will involve technical and end-user acceptance criteria.

Differences between workflow and workforce management software

Part of the difference between workforce management and workflow solutions is the level of detail and the way the two systems look at handling workload.

Workforce management understands people and processes and is often looking at higher-level tasks and the bigger picture. Workflow systems, on the other hand, tend to provide information based on activities at a granular level, such as the number of new cases per process being started, and can often report on the completion of each activity by individuals. However, in isolation, they often lack the visibility of resourcing these tasks.

OPX Workflow and Workforce Management

It is clear that both workflow and workforce management solutions are important in a back-office environment where work volumes are high with numerous complex processes involved.

OPX is a Workforce Optimisation solution that incorporates both workflow and workforce management to seamlessly manage resources and processes together, regardless of their worldwide location, in a holistic fashion.

Providing a wide range of capabilities, OPX supports your entire back-office operation, including:

  • Real-time Planning of Work
  • Real-time Resource Planning
  • Performance Management
  • Utilisation Analysis
  • Capacity Planning
  • Complaints Capture
  • Conduct Risk Management
  • Real-time KPI Management
  • Skills and Competency Analysis
  • Process Reporting

By changing the way in which people process service demand, OPX is able to change culture and behaviour, allowing organisations to:

  • Increase productivity
  • Increase utilisation
  • Drive down costs
  • Manage resources regardless of location

Highly modular and quick to implement, OPX supports back-office end-to-end processes: from the digital capture of incoming work and smart work allocation to human and robotic orchestration and the automated output of digital customer communications.

If you are looking to improve your back-office and be awesome, get in touch!


Publish Date: June 17, 2019 5:00 AM

2020 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

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