Workforce Optimization

What does workforce optimization mean? 

Workforce Optimization (WFO) is a comprehensive approach to managing and improving call center and contact center agent performance. It combines forecasting, scheduling, training and performance management with advanced AI-powered analytics to ensure agents are consistently delivering high-quality service. Optimizing these elements not only improves efficiency but also reduces costs, improves agent retention and bumps up the customer experience holistically. Besides these reasons, WFO also has the following benefits. 

• Deploy talent effectively across teams, lower payroll costs and improve the quality of customer interactions. 
• Optimize workflows to boost productivity and engage talent with targeted training insights. 

Now that you understand what workforce optimization is, let’s jump into how it works. 

How does workforce optimization work? 

Your workforce needs to be carefully balanced across expertise and availability. Here are the steps to show you how that works. 

• Demand forecast (WFM): Analyze trends to predict staffing needs and ensure adequate workforce coverage. 
• Agent recruitment: Hire suitable agents based on forecasted demand and required skills. 
• Agent training: Provide comprehensive training to improve customer service skills, product knowledge and service techniques. 
• Shift management: Create and manage agent schedules to align with demand and optimize coverage. 
• Performance measurement: Monitor and evaluate agent performance using key metrics and service standards. 
• Agent engagement and retention: Implement strategies to engage agents, provide career development and reduce attrition.