Workforce Management & Workforce Optimization

Streamlining Operations Through Integration

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WHAT ARE WORKFORCE MANAGEMENT AND OPTIMIZATION SYSTEM?

Workforce Management (WFM) and Workforce Optimization (WFO) are synergistic systems to optimize staff output and strengthen the customer relationship. While, WFM is fundamentally about having the right people available at the right time, managing everything from demand forecasting and shift scheduling to agent adherence and service level stability, WFO takes a broader view, using data, technology, and analytics to align skills and resources with actual demand, and to make smarter decisions about how teams are structured and deployed.

BeCloud helps contact centers of all sizes move forward on both fronts. Through native analytics and reporting tools, combined with integrations with leading external WFM and WFO platforms, organizations can streamline operations, get more from their existing technology, and deliver consistently strong customer experience.

HOW DO WORKFORCE MANAGEMENT AND OPTIMIZATION WORK?

WFM reads call volumes and builds schedules around them, using the Predictive Dialer to route incoming contacts to the agents best suited to handle them; the result is a more balanced workload and a contact center that simply runs more smoothly. WFO, on the other hand, goes a step further: it keeps a close eye on service quality to ensure every customer interaction meets expectations

Whether handling voice, video, email, chat, SMS, or messaging apps, your Workforce Management and Optimization tools or software empower agents to effectively manage customer requests, allowing them more time to think creatively and improve their knowledge base, ultimately enhancing their relationships with customers.