Workforce Optimization (WFO) in Contact Centers
Make better decisions, maximize employee productivity, and improve customer satisfaction with recording, coaching, workforce management, and performance tools. Empower your contact center team to deliver an exceptional customer experience while optimizing costs.
What is workforce optimization?
Workforce optimization (WFO) is a unified suite of solutions for capturing interactions and capturing and improving the quality of interactions and the performance of employees across the enterprise.
WFO solutions include:
- Workforce management (WFM) to forecast, plan, and schedule agents to meet your CX and efficiency goals.
- Call recording to capture voice interactions for quality and compliance purposes.
- Quality management (QM) to review interactions to identify coaching opportunities and ensure quality and compliance standards are met.
- Performance management scorecards and dashboards to ensure individual and team performance goals are being met.
Together, these solutions empower businesses to deliver exceptional customer experiences, streamline operations, and drive measurable cost savings across the enterprise. For example, QM can identify best practices that reduce handle times, helping improve CX and reduce costs.
Read: Comprehensive Guide to Reducing Average Handle TimeThe key benefits of an optimized workforce
With workforce optimization, you can answer the most pressing questions facing your contact center:
- How do I increase productivity and improve CX while saving money?
- How do I reduce effort and improve efficiency?
- How do I boost customer and agent engagement?
- What’s next for WFO in my organization?
Increase productivity and improve customer experience with WFM
Regardless the size of your company, the contact center is a vital component of your business. It’s the place where your customers turn to get answers or resolve issues, and they expect a fast and accurate response.
Workforce management tools help ensure you have the right number of qualified agents at the right time to meet customer expectations for fast response times. WFM helps you easily navigate:
- Appropriate staffing levels to meet customer needs across channels, work queues, product lines, and locations.
- Scheduling staff based on skills, shift preferences, and customer demand.
- Employee demands for flexibility.
Verint WFM solutions can help you easily and accurately forecast demand, build staffing plans, and schedule your agents while still providing them the flexibility they need to achieve the work-life balance they want.
Empower employees with Recording, Quality Management, and Performance Management
Once you’ve built the right teams, the next step is ensuring they consistently deliver high-quality service. Today’s agents engage with customers across multiple channels, including voice, chat, and other digital platforms, which makes objective, data-driven quality and performance management tools key.
An important element of that process is recording customer interactions so that they can be evaluated for quality and compliance. Some industries, e.g. finance or healthcare, require recording 100% of calls to ensure adherence to regulations.
Today’s advanced quality and performance management solutions can help you:
- Identify skill gaps and training opportunities.
- Provide agents with clear and objective feedback on performance goals.
- Equip managers with real-time data to drive continuous improvement in quality, compliance, and productivity.
Quality Management
Quality management can enable businesses to monitor and improve the quality of all interactions across channels. It provides personalized coaching, automated quality workflows, and deep insights to help agents meet service standards and compliance requirements.
With tools like Verint AI-powered Automated Quality Management, you can automate evaluations, score up to 100% of interactions, and assign coaching based on performance data—helping enhance agent effectiveness while reducing the load on supervisors.
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Recording can capture customer interactions across channels for review and analysis purposes. It ensures transparency, supports regulatory adherence, and provides data needed for coaching, auditing, and continuous improvement.
Verint Enterprise Recording helps you capture, ingest, aggregate, and manage interaction data across all voice and digital channels with market-leading capabilities for storage, replay, access control, archival, and more.
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Performance Management
Performance management can capture data across multiple systems to help you efficiently track, manage, and optimize agent and team performance across the company. Managers gain actionable insights to guide coaching, training, and goal-setting, helping improve productivity, reduce costs, and elevate CX.
Verint Performance Management puts powerful business insights at your fingertips. By using scorecards, key performance indicators (KPIs), real-time alerts, agent analytics, dashboards, and customizable reports, you can make smarter, faster decisions to stay ahead.
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What makes Verint Workforce Engagement Solutions stand out?
As customer interactions increasingly take place across digital, social, and voice channels, modern omnichannel contact centers need more than traditional WFO tools that record only voice calls. They require solutions that can capture and unify multichannel interactions, along with recording interaction data efficiently.
By centralizing this huge volume of data, you can eliminate silos and gain a complete, unified view of both customer and workforce engagement. Verint’s AI-powered suite of Workforce Engagement (WFE) solutions can help with exactly that.
Verint AI-Powered Automated Quality Management
Manually reviewing just a small sample of interactions is no longer enough to maintain consistent service quality or ensure agent effectiveness. Verint’s QM software can supercharge your contact center quality by:
- Automating manual workflows and evaluating up to 100% of calls with the Verint Quality Bot.
- Delivering real-time coaching to agents with the Verint Coaching Bot.
- Scoring calls for CX and EX in real time with the Verint CX/EX Scoring Bot.
Verint Workforce Management
Verint WFM has the highest customer satisfaction ratings in the industry thanks to key features including:
- Industry-leading accuracy in demand forecasting across channels and interaction types with the Verint Exact Forecasting Bot.
- Next-level scheduling flexibility for improved customer satisfaction and employee experience (EX) with the Verint TimeFlex Bot.
- Easy and quick access to metrics and data insights with the Verint Data Insights Bot.
Verint Enterprise Recording
It’s time to move beyond recording just customer voice calls. With Verint Enterprise Recording, you can:
- Expand to data capture on digital and other channels.
- Unify your view of omnichannel interaction data, workforce data, and CX data.
- Securely store, replay, access, and archive all your data.
What’s Next for WFO? AI-powered CX Automation
WFO solutions lay the foundation for a high-performing contact center by streamlining staffing, scheduling, and performance management, but to truly elevate CX while controlling costs, contact centers need to go beyond the basics.
By integrating advanced CX Automation capabilities like speech analytics, text analytics, knowledge management and more, you can unlock deeper customer insights, streamline operations, and empower employees to deliver exceptional service.
Awards and accolades
Verint Wins 2019 CUSTOMER Workforce Optimization Innovation Award
Verint Named Winner in TMCnet CUSTOMER Magazine 2019 Contact Center Technology Award
Verint Wins the Silver Stevie Award for Best Customer Engagement
Featured products
Workforce Management Solutions & WFM Software
Get to know the workforce management (WFM) solution with the highest customer satisfaction ratings in the industry. It’s WFM made easy. AI-powered workforce management software improves both the customer and the employee experience while helping your organization achieve its goals.AI-Powered Automated Quality Management
Ensure high-quality and compliant contact center customer service and back-office operations by scoring every customer interaction, across all channels. Verint Quality Bot uses the power of AI to expand supervisor capacity, boost agent performance, improve service quality, and reduce costs.
Frequently asked questions (FAQs)
Workforce optimization (WFO) software is a unified suite of solutions for capturing interactions and managing the performance of employees across the enterprise. WFO solutions include workforce management, call or interaction recording, as well as quality and performance management. These solutions work together to help businesses improve CX, increase operational efficiency, and lower costs.
The four core components of WFO typically include:
- Forecasting and scheduling
- Real-time adherence and monitoring
- Quality and performance management
- Analytics and reporting
Workforce optimization refers to a suite of solutions for recording interactions and managing the performance of employees across the enterprise. Workforce management is one of the core tools of WFO, focusing on forecasting, planning, and scheduling contact center agents to meet the company’s customer experience and efficiency goals.
The key advantages of using workforce optimization software are:
- Improved team productivity and engagement
- Reduced labor costs and overtime
- Optimized services through faster response times
- Better compliance and audit readiness
- Real-time insights for data-driven decision making
No. While some confuse optimizing the workforce with downsizing, true workforce optimization focuses on maximizing the potential of existing staff through optimized scheduling, training, and automation, and not eliminating jobs.
WFO software solution is commonly used in:
- Contact centers and customer service departments
- Retail operations
- Healthcare and finance sectors
- Back offices
- Any organization managing large, distributed teams
Yes. Most enterprise WFO platforms, including Verint, integrate with CRM systems like Salesforce, Microsoft Dynamics, and HubSpot to provide a unified view of customer and agent interactions.
Cloud-based solutions offer greater scalability, automatic updates, and remote accessibility. On-premises tools may offer more control and customization for industries with strict compliance needs.
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