Workforce Optimization: A 21st Century Idea
While we all eagerly await the arrival of our flying cars and tourist excursions into outer space, it’s nice to know that some 21st century triumphs have indeed become part of our everyday lives. One of them is workforce optimization (WFO).
Wait, we hear you say – WFO is a concept that has been around for decades.
It’s true that the idea of WFO – creating a more successful outcome by focusing on how a company’s workforce can achieve optimal productivity – is not new. But truly shifting a company’s focus to embrace this philosophy, backed by the WFO tools that make it easier to achieve, is a more recent phenomenon. That’s why some have described it as the next frontier in the evolution of business.
Technology vs. People
Given how rapidly technology has evolved, at the contact center and elsewhere, companies have tended to amass greater technological processes and resources, without devoting the same attention to helping its human resources also reach their full potential.
But that is changing now, perhaps as a result of the Millennial outlook that work is important, but people are more important, and a job should be just one aspect of a full and enriching life. Today’s workforce wants a job that will not only give them a paycheck, but also make them feel valued, and a part of the future of the company.
Workforce optimization is the key to providing that employee engagement at the contact center. It empowers agents to make more decisions. It makes it easier to adopt a flexible shift schedule so agents can balance home and work demands. It tracks performance so top agents are rewarded for their achievement.
Making this transition is easier than ever with the right WFO platform. Monet Live is an affordable and easy to use cloud-based workforce optimization software solution that includes workforce management, quality monitoring, analytics and performance management. Call centers will start improving service levels and reducing center costs without the upfront expenses and IT requirements of traditional workforce software.
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