Workforce Optimisation (WFO)

We have experience in Contact Centre Workforce Optimisation (WFO) solutions, including Workforce Management (WFM), call recording, screen recording, PCI DSS compliance and an in depth understanding of the capabilities and features available between the various cloud WFO solutions. We can provide IT Contact Centre consultative and project managment services to support your needs.

If you’re considering replacing or upgrading your existing solutions, whether they are on-premise, privately hosted or a cloud solution (e.g. UCaaS or CCaaS), we can help you assess your requirements, document your strategy, engage the solution providers, to identify the best solution to meet your needs, and support you in delivering a successful end to end transition project.

As an independent consultant we have knowledge of the market place, but have no bias or preference for solutions, they are all assessed based on your requirements.

If we can help please get in touch.

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Below are some standard questions we receive from our clients:

What is Workforce Optimisation (WFO)?
Workforce Optimisation or WFO in a contact centre is a set of applications aimed to improve a contact centres employee efficiency, performance and productivity, by streamling operational processes, data and resource availability.
What is WFM?
Workforce Management or WFM is part of the WFO suit of applications, and is essential for optimising contact centre agent availability, efficiency and productivity.
What is the difference between WFO and WFM?
WFO (Workforce Optimisation) and WFM (Workforce Management) are both critical components of contact centre operations, but they serve different purposes:

Workforce Management (WFM)
- WFM focuses on forecasting and scheduling resources (e.g. agents) to ensure that staffing levels align with anticipated demand.
- It involves tasks such as forecasting call volumes, scheduling agents, managing breaks and shifts, and tracking adherence to schedules.
- WFM software typically includes features like forecasting, scheduling, real-time monitoring, adherence tracking, and reporting.
- The primary goal of WFM is to maximise operational efficiency by optimising staffing levels to meet service level goals while controlling staffing costs.

Workforce Optimisation (WFO)
- WFO encompasses a broader set of tools and practices aimed at optimising various aspects of contact centre operations beyond workforce management.
- It includes workforce management but also incorporates additional functionalities such as quality management, performance management, recording and analytics, and speech/text analytics.
- WFO solutions typically include features like call recording, quality monitoring, speech analytics, performance scoring, coaching, e-learning, and workforce management.
- The primary goal of WFO is to improve overall contact centre performance, customer satisfaction, and agent effectiveness by optimising processes, monitoring interactions, and providing actionable insights for continuous improvement.
 
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