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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 (2),  WFO terms to know (5) 
  WFO overview: 1 - 2 of 2

Understanding workforce optimization (WFO) in the call center
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...
Workforce optimization (WFO) 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...
  WFO terms to know: 1 - 3 of 5

Call center eLearning: Top 10 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...
Quality monitoring: How to get started
In this call center tip from Donna Fluss, learn quality monitoring techniques and how to create a quality assurance strategy with limited staff.
Seven things you need to know about speech analytics
Call center expert Donna Fluss gives advice on evaluating and implementing speech analytics technology in this podcast. Fluss offers an introduction to speech analytics and what its implications are for call centers.
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