Workforce Optimization

Rate this page:

Workforce Optimization (WFO) is the process of performing quality checks to ensure that all a company staff’s interactions with its customers are performed to the same standard

Workforce optimization in the contact center

To run a contact center well, a manager needs to run it by the numbers. While many contact centers collect data about their operations, the most successful ones use that data to keep up with customer expectations and make necessary improvements. When you continually measure the data coming out of your contact center, you see what’s happening in real time and know where your immediate focus needs to be.

With the right tools, metrics, and informed interpretation, you have the power to accelerate growth by providing a best-in-class customer experience. This is why products like Flex Insights are a critical component to a successful contact center.

More resources

Rate this page:

Thank you for your feedback!

Please select the reason(s) for your feedback. The additional information you provide helps us improve our documentation:

Sending your feedback...
🎉 Thank you for your feedback!
Something went wrong. Please try again.

Thanks for your feedback!

Refer us and get $10 in 3 simple steps!

Step 1

Get link

Get a free personal referral link here

Step 2

Give $10

Your user signs up and upgrade using link

Step 3

Get $10

1,250 free SMSes
OR 1,000 free voice mins
OR 12,000 chats
OR more