Which of the following is NOT a primary activity of Workforce Management?

Workforce Management (WFM) primarily focuses on optimizing employee efficiency and ensuring that resources align with business demands. The activities involved usually include forecasting the workload, which predicts the volume of customer interactions; planning daily and weekly work schedules, which determines when staff should be available to meet anticipated demand; and monitoring and analyzing historical data to understand past trends and inform future strategies.

Managing customer complaints, while certainly important for overall business operations and customer satisfaction, does not fall under the primary activities of Workforce Management. Instead, it relates more closely to customer service management or quality assurance functions, which focus on addressing and resolving issues that arise during customer interactions. This distinction highlights that WFM is primarily concerned with staffing and resource allocation rather than direct customer issue resolution.