Asiakaspalvelukeskusten workforce management (WFM) -järjestelmien laajentaminen myyntiin: Siirtyminen epämuodollisista käytännöistä systemaattiseen prosessiohjaukseen

Structured, IT-supported workforce management (WFM) systems, originally developed for contact centre environments, enable organisations to optimise forecasting, capacity planning, scheduling, and real-time management. While all organisations engage in some form of workforce management, the systematic, data-driven approach of WFM systems is rarely applied outside customer service. This thesis examines how these formal WFM systems can be adapted to sales operations, which have traditionally relied on more informal practices. A mixed‑methods design was used: semi‑structured interviews with sales and WFM professionals, and a pilot demonstration in one sales team. Analysis was guided by the Technology Acceptance Model, process control efficiency and psychological ownership. WFM systems were found to improve transparency, resource allocation and coordination in sales when integrated with existing tools and processes. Successful adoption depends on ease of use, data quality, technical integration and user involvement. Sales‑specific flexibility is required to balance efficiency with autonomy. The pilot used mock data and a single case, limiting generalisability. Practical recommendations are provided for integration, data alignment, autonomy features and change management. The study extends WFM systems beyond contact centres and identifies conditions for adoption in sales.