Workforce Optimization (WFO) is a comprehensive strategy that includes scheduling, quality management, performance tracking, and training to enhance agent efficiency. Workforce Management (WFM) focuses specifically on forecasting demand, creating schedules, and ensuring staffing aligns with customer needs.
How do they work together?
WFO provides tools to improve agent performance and service quality, while WFM ensures the right resources are available at the right time. Together, they drive better operational efficiency and customer satisfaction.
Why does this matter for CX?
Combining WFO and WFM streamlines operations, reduces costs, and improves both employee engagement and customer experiences.
