All-in-One Guides:Workforce optimization guide

WFO concepts

The term "workforce optimization" can mean different things to different people. If you are looking to get a general overview of WFO, start here. This section also includes a listing of terms you need to know in order to fully understand workforce optimization.

Browse SubCategories:

WFO overview:

1 - 2 of 2

  • Workforce optimization (WFO) quiz

    Quiz -  Workforce optimization (WFO) is still an emerging call center technology, but in recent years the call center market for WFO has experienced tremendous growth as companies look to optimize their business processes through one unified system. Whether...

  • Understanding workforce optimization (WFO) in the call center

    26 Aug 2008

    Column -  Workforce optimization (WFO) is an emerging technology in the call center that combines recording, quality management (QM) and other call center technologies to optimize call center performance. In this introductory article, Donna Fluss, president and...

WFO terms to know:

1 - 3 of 5

  • The power of real-time customer surveys

    02 Feb 2007

    Column -  When real-time customer surveying tools are used properly, they improve customer satisfaction, increase revenue, decrease customer attrition, reduce operating expenses and improve agent satisfaction and retention. Read advice from Donna Fluss on how to...

  • Call center eLearning: Top 10 buzzwords

    Top Buzzwords -  Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for...

  • Quality monitoring: How to get started

    Ask the Expert -  In this call center tip from Donna Fluss, learn quality monitoring techniques and how to create a quality assurance strategy with limited staff.

VIEW ALL IN THIS CATEGORY