What is Workforce Optimization, and how does it differ from Workforce Management? We explain the differences and show how to successfully apply these concepts in the contact center.
What is Workforce Optimization?
Workforce Optimization (WFO) is a strategy designed to simultaneously increase employee productivity, improve customer satisfaction, and reduce costs. Although WFO has long been regarded as an important method in contact centers, it is constantly evolving. Tools such as Workforce Management (WFM) and Agent Assist solutions make the approach even more relevant today.
In short: WFO improves workflows so that employees can complete tasks more efficiently, customers receive better service, and the contact center as a whole becomes more effective. Various tools are used to help decision-makers and managers achieve WFO goals.
What are the goals of WFO?
Increase productivity: Deploy agents optimally, avoid idle time
Improve service quality: Enhance Customer Experience (CX)
Boost employee satisfaction: Strengthen motivation, reduce turnover
Optimize costs: Avoid over- and under-staffing, streamline processes
Whats the difference between
Workforce Opimization and Workforce Management?
Workforce Optimization (WFO) is the overarching strategy upon which Workforce Management (WFM) is built.
WFM is primarily responsible for operational scheduling (forecasting, shift planning, and capacity control). WFO combines these with additional measures such as quality management, performance analysis, and employee coaching.
The most important steps for successful
Workforce Optimization in the Contact Center
Quality Management
- Analyze service quality through call recordings and transcripts
- Gather feedback and implement targeted measures to improve service quality
- Ensure compliance with regulations and quality standards
Performance Management
- Monitor KPIs and real-time dashboards
- Provide regular coaching for employees
- Identify bottlenecks and inefficiencies early
Employee Motivation
- Offer training and professional development
- Implement measures to reduce burnout and turnover
- Make successes visible and show appreciation
AI & Automatization
- Use omnichannel solutions to provide relevant information in real time
- Agent Assist tools deliver relevant information during conversations and provide optimal support – enabling faster, more personalized customer interactions
Finding the perfect interplay
Workforce Optimization is a combination of planning, quality, performance, motivation, and technology. When applied correctly, WFO increases productivity while also improving employee and customer satisfaction.
However, a Workforce Management tool is only the starting point. The key is ensuring employees have the right tools and data at their fingertips – quickly and intuitively. This allows them to resolve customer inquiries quickly, efficiently, and empathetically.
With almost 20 years of experience, we help you find the perfect interplay in your company. We know exactly where to start in a contact center to create the ideal working environment – even within existing CRM environments.
Do you want to know where your company stands technically?
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