What is Workforce Optimization?



Workforce optimization (WFO) is a business strategy focused on balancing customer satisfaction, service levels, workforce scheduling, operational costs and other key performance metrics in order for a business to get the maximum benefit out of the employees working for them at any given time. This can be accomplished through a combination of technologies, analysis, forecasting and processes.

Workforce optimization is most frequently used in the context of contact centers or call centers, where it’s focused on optimizing the use of agents to best meet a specific set of business goals and service level agreements (SLAs).

When referenced as a tool, workforce optimization refers to a suite of contact center/call center applications – like call recording, quality management (QM), analytics, forecasting, scheduling and other technologies to oversee call center performance and deliver actionable intelligence.

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