What Is Workforce Optimization?

In the contact center industry, Workforce Optimization (WFO) refers to the elements included in the process of pursuing improvement of employee performance in the contact center environment.

Workforce optimization in the contact center with the help of WorkFlex.These include:

  • workforce management and scheduling technology
  • employee performance monitoring and evaluation
  • interaction and performance analytics
  • e-learning, training  and coaching tools
  • employee incentivizing and motivation

The ultimate purpose of workforce optimization is to increase customer satisfaction, since motivated, skilled contact center agents offer customers better, faster service and problem resolution. WorkFlex promotes workforce optimization by enabling contact center agents, supervisors and workforce administrators to do their jobs better and more easily, improving contact center performance and reducing operational costs.

 

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