Remove Call Center Remove contact center workforce Remove Quality management Remove Schedule adherence
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Workforce Optimization: What It is and Why You Need It

Playvox

This guide will explore the whats, hows, and whys of workforce optimization. What is Workforce Optimization? The concept of workforce optimization (WFO) is not new. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

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Defining WFO. (Hint – It’s Not Just About Workforce Management)

Noble Systems

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance.