What is Workforce Optimization (WFO)?
Workforce Optimization (WFO) is a process of effectively managing the company’s employees. By using various tools and strategies, WFO boosts productivity and efficiency. It helps in scheduling, performance tracking, and employee engagement. After this, they collect data and analyze it to understand and optimize the workforce needs. From allocating resources, and improving service quality to customer satisfaction, it can help companies offer better work-life balance and job satisfaction to their employees. Thus, it creates an equally beneficial environment for employees and companies.
This software also helps organizations get an idea about the needs of the workforce. This can save money on surplus resources without affecting efficiency or customer service. For instance, According to Gartner, Companies that use WFO witnessed a 10% boost in customer satisfaction and 20% lesser spending in operations.
The Benefits of Workforce Optimization
Workforce optimization solutions bring together various technological ecosystems to benefit the organizations as a whole. Here is why Workforce Optimization is important:
- Quality Management Tools: It helps companies track performance metrics and ensure consistent service levels.
- Performance Management Features: WO offers a wide view of operations, letting professionals identify strengths and weaknesses in performance.
- Voice of the Customer (VoC) Tools: Moreover, workforce optimization helps gather feedback from customers. Also, it enables the creation of surveys to assess customer opinions.
- Overall Improvement: The WO software improves overall service quality by promoting efficient and effective business operations.
8 Best Workforce Optimization Tools
Contact centre leaders need to know their options for workforce optimization (WFO) software. Understanding each platform’s unique features helps make the right choice. Here are eight top WFO tools, along with their standout features and pricing.
1. Nice CXone
Nice CXone offers a range of WFO features. It includes forecasting, scheduling, and recording for both text and audio. The platform also supports performance management with real-time coaching.
Unique Features:
- High customisation options
- Integrates with other tools for a complete contact centre suite
- Robotic process automation to reduce agent workloads
Price: Available upon request.
2. Genesys
Genesys Cloud CX and Genesys Multicloud CX focus on workforce engagement. They improve customer experience (CX) while keeping employees engaged.
Unique Features:
- Central platform for training and quality assurance
- Gamification elements like scorecards and leaderboards
- Built-in mean opinion scores to ensure voice quality
Price: Starts at $75 per user, per month.
3. Calabrio
Calabrio’s Workforce Management (WFM) is part of its contact center management suite. It offers essential features for forecasting, scheduling, and automation.
Unique Features:
- Employee shift trading capabilities
- Custom metrics dashboards
- Engaging gamification tools
Price: Available upon request.
4. Verint
Verint provides a comprehensive workforce optimization suite. It includes features for real-time coaching and quality assurance.
Unique Features:
- Mobile app for schedule management
- Customizable and user-friendly interface
- Robust forecasting functionality
Price: Available upon request.
5. Playvox
Playvox offers a Workforce Engagement Management platform with essential optimization tools. It emphasizes AI-driven scheduling and performance tracking.
Unique Features:
- Simple implementation process
- Cross-channel performance tracking
- Integration with third-party tools
Price: Available upon request.
6. Talkdesk
Talkdesk uses AI to enhance workforce engagement. Its platform helps build schedules and coaches agents through contextual recommendations.
Unique Features:
- Call recording and automated coaching
- Integration with platforms like Salesforce
- Knowledge management system for consistent service
Price: Starts at $75 per user, per month.
7. Nextiva Contact Center
Nextiva Contact Center automates schedules based on demand and agent skills. It includes quality monitoring and coaching tools.
Unique Features:
- Simple user interface
- Knowledgeable and responsive support team
- Time tracking for productivity analysis
Price: Starts at $18.95 per user, per month.
8. Five9
Five9 is a cloud-based contact center software. It includes forecasting and scheduling features that improve performance management.
Unique Features:
- Simple UI suitable for small to medium businesses
- Responsive support team
- Easy integration with Salesforce
Price: Available upon request.
The Bottom Line:
These tools help optimize workforce performance in contact centers. Choose the one that best fits your needs and budget. Each platform offers unique strengths, so consider your specific requirements before making a decision.
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