Which of the following is not included in a workforce management strategy?

A workforce management strategy encompasses various components that are essential for effectively managing human resources in an organization, especially in contact centers. Scheduling, forecasting, and skill management are critical elements of this strategy.

Scheduling involves planning and organizing employee shifts and work hours to ensure that there are enough staff members available to meet customer demand without overstaffing. This is vital for optimizing resource use.

Forecasting is the process of predicting future workload demands based on historical data and trends. It enables organizations to anticipate the number of agents required at different times, ensuring adequate staffing levels.

Skill management ensures that the right personnel with the appropriate skills are available to meet customer needs. This involves analyzing staff competencies and aligning them with job requirements.

In contrast, recording is not a primary element of a workforce management strategy. While recording activities can support various operational functions, such as quality assurance and performance evaluation, it does not directly relate to the core components of managing workforce efficiency and effectiveness. Hence, it does not belong to the foundational aspects of a workforce management strategy.