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
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.