Workforce Optimization

Support employees – Improve operational efficiency

Stated simply, workforce optimization (WFO) software helps employees develop and increase their ability to perform. In this way, both the performance capability of your contact center and employee satisfaction increase. For – as has always been true – employees are one of the most crucial and most expensive resources in the success of an enterprise. It is worthwhile to provide them with optimal support and develop your workforce in order to increase loyalty. An attractive work environment for employees increases their level of satisfaction and reduces fluctuation.

WFO means:

  • Training employees to meet the growing challenges of multichannel communication
  • Using employees rationally and increasing loyalty
  • Understanding the causes of employee and customer behavior
  • Measuring the quality and performance of all communication-supported processes and improving their quality
  • Improving the quality of the service experience for customers
  • Reducing costs and increasing the efficiency of contact-center processes

According to a 2014 study conducted by the Aberdeen Group, contact centers applying WFO were able to reduce service costs by 7.2 percent. WFO provides the necessary overall balance between a company’s needs and employee satisfaction. WFO is not an individual solution – it is a suite of measures and solutions which can be divided into the following four closely related areas:

  • Workforce Management
  • Quality Management
  • Back-Office Integration
  • Performance Management