Workforce Management & Workforce Optimization

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Empower Your Agents with WFM & WFO

Customer services teams understand that strong and effective workforce management & workforce optimization is the linchpin to delivering exceptional customer experiences.

If your organization is experiencing an above-average attrition rate and you are dealing with a disturbed productivity rate or it is challenging to take control of the working conditions, you need to act fast as the competition is fierce.

Brands can use workforce management (WFM) and workforce optimization (WFO) to effectively plan resource utilization so that their business can meet its productivity targets without overburdening the workers too much.

Workforce management for employee engagement
Workforce management creates engaged employees that proves to be an asset.

Scope and Focus:

WFM primarily looks at the operational aspects of managing a workforce, and involves tasks such as forecasting volumes, scheduling, attendance tracking, and staff levels.

A survey by Deloitte found that 86% of executives view employee experience as a top priority, and WFM plays a crucial role in enhancing that experience.

Whereas, WFO takes a broader view, and although it covers the operational aspects of WFM, it is more strategic, encompassing areas of employee performance, employee engagement, CX, and compliance.

Workforce Management (WFM)

Workforce management is basically the process of effectively coordinating and optimizing the deployment and utilization of a company’s workforce.

It involves activities such as

  • Scheduling
  • Forecasting, and
  • Performance tracking

It is important for a seamless customer experience as it ensures that the right employees with the right skills are available at the right time, leading to improved efficiency, productivity, and customer satisfaction.

Role of AI in workforce management
AI-enabled workforce management is important to deliver superior CX

Forecasting Contact Volumes:

At the core of effective workforce management is the ability to forecast customer contact volumes accurately. This involves analyzing historical data and employing advanced algorithms to predict future interaction patterns.

Scheduling Staff: 

With precise forecasts in hand, you can align your workforce to match demand.

Intellicon’s Workforce Management empowers you with its intelligent tools to optimize staffing levels, ensuring the right number of agents are available at the right times to provide efficient and responsive customer support.

Intraday Management:

Customer service is dynamic, and real-time adjustments are often necessary. Intelligent intraday management features allows you to make on-the-go changes to your workforce scheduling, ensuring service levels remain consistently high throughout the day.

Business Continuity Plan (BCP) 

Disaster strikes when you least expect it. Having a robust Business Continuity Plan is critical. Workforce management assists in creating such plans, enabling you to maintain service excellence even in the face of adversity.

Workforce Optimization: Taking It to the Next Level

While Workforce Management forms the foundation, Workforce Optimization is the engine that drives continuous improvement in customer service.

Enhanced Customer Experiences:

By incorporating multiple communication channels to empower and optimize the workforce, such as phone, email, live chat, and social media, your agents can smoothly transition between platforms, retaining context and consistency. This results in a cohesive customer experience journey that makes a lasting impact and an optimized workforce.

Empowering workforce to deliver omnichannel customer service
Empower agents with Omnichannel aaproach

Quality Management: 

Ensuring consistently high-quality customer interactions is paramount. Intellicon offers tools to monitor and assess interaction quality, ensuring that agents consistently meet your brand’s service standards.


Engaged agents are motivated agents. Intellicon incorporates call center gamification elements that keep your team motivated, enhancing their performance and ultimately benefiting your customers.

lack of Workforce management increases agent turnover
Optimized contact center workforce ensures customer satisfaction.

Performance Management: 

Set clear performance goals, track progress, and provide feedback. This leads to ongoing improvements and a consistent delivery of top-notch customer experiences.

Training and Development: 

Investing in your workforce’s skills is a wise move. Incorporating training and development by highlighting areas where additional training may be needed and tracking the effectiveness of training programs is paramount to deliver superior customer experience.

Importance in the Business Landscape:

Efficiency and productivity are paramount in the business landscape, and Workforce Management (WFM) tools play a pivotal role in achieving this. Additionally, Workforce Management and Workforce Optimization (WFO) drive cost reduction by improving scheduling and identifying cost-saving opportunities through data-driven decision-making. These practices foster employee engagement, creating a supportive work environment where agents are engaged in their roles.

Harmonize WFM and WFO:

Intellicon as an intelligent (Contact Center as a Service) harmonizes Workforce Management and Workforce Optimization into a cohesive platform. It seamlessly integrates with your existing systems and technologies, enhancing its effectiveness. Your organization can do better forecasting, manage operations seamlessly, optimize interaction quality, and nurture a high-performing team.

To take the leap ahead and optimize your customer experiences, explore the possibilities.  Equip your workforce with the tools they need to deliver excellent customer service.

Request a demo today and start building an optimized workforce

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