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Glossary

What is Call Center Workforce Optimization?

The process of ensuring that call center workers are appropriately planned, taught, monitored, evaluated, rewarded, and engaged is known as call center workforce optimization (WFO). The effectiveness of call centers is mostly determined by the quality of their agents and the appropriate management of personnel costs. As a result, the goal of call center workforce optimization is to optimize the productivity, quality, and efficiency of a call center's agent team.


A collection of software solutions that automate various components of the optimization process is routinely used to help in call center workforce optimization. These are some examples:

1. WFM (Workforce Management) - 


Forecasting and scheduling operations in a call center are supported by workforce management software, both of which are crucial for managing personnel expenses and providing a positive customer experience.

2. Quality Management (QM) - 


Quality management apps capture conversations and digital channels and give a method for executing and storing interaction assessments. The most effective QM systems also include statistics to boost productivity and unified agent coaching capabilities. Quality monitoring technologies may enable self-evaluations and agent-accessible reports to promote agent involvement.

3. Performance Evaluation - 


Performance management solutions aid in the development and engagement of agents by providing real-time and historical dashboards for agents up to executives enabling rapid visibility of performance against key performance indicators (KPIs). Gamification and social collaboration features are frequently used in performance management.

4. Recording -


Since call recording is essential to quality management, it is seen as a part of workforce optimization. During call recording, the audio of customer conversations is collected. To improve beyond the dialogue's content, screen recording captures agent monitors during the interaction and provides insights into the agent process.


Call center workforce optimization is essential. If call centers have the proper equipment, they could be successful.


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