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2 hours ago
Getting Started with Workforce Optimization for Customer Service
A comprehensive guide to implementing Workforce Optimization (WFO) for your customer service teams. Learn the key modules, understand the implementation phases, and discover the resources to help you succeed.
Overview
Workforce Optimization (WFO) is a solution for enhancing the quality and efficiency of service teams by improving team satisfaction through skills growth and smart scheduling, while providing a single location for real-time and historical snapshots of team performance.
WFO combines the tools service managers and agents need in one intuitive product, improving quality and efficiency, enabling skills growth, smart scheduling, and real-time performance snapshots.
âś Getting Started with Workforce Optimization
WFO Modules
Explore the key modules that make up Workforce Optimization:
Comprehensive view of key alerts and KPIs across all channels. Monitor team performance, agent presence, and service levels from a single location.
Route work based on skills and ensure the right work goes to the right agent. Monitor, triage, and balance work across agents in real-time.
Plan shifts, create schedules, and publish them for the next period. Forecast agent demand using historical workload data and manage shift swaps and approvals.
Organize your teams into assignment groups and monitor their performance. Track team and individual KPIs over time with a 360° view of each agent.
Assess the quality of completed interactions and cases. Identify skill gaps, assign training, and use AI-powered skill recommendations to improve agent performance.
Implementation Phases
A typical WFO implementation follows a phased approach, allowing teams to build capabilities progressively and achieve value at each stage.
- Activate WFO plugins and configure Manager Workspace
- Set up assignment groups and define team structures
- Configure basic KPIs and dashboards
- Assign manager and agent roles
- Create shift plans and work schedules
- Configure time-off request workflows
- Set up shift swap approval processes
- Configure schedule adherence tracking
- Configure Teams module with KPI groups
- Set up advanced KPIs and performance targets
- Configure demand forecasting parameters
- Set up Channel Management for real-time monitoring
- Implement Coaching module with assessments and surveys
- Configure skill management and learning paths
- Set up skill recommendations with Predictive Intelligence
- Configure integration with Advanced Work Assignment (AWA)
Who Is It For?
- View KPI trends for teams and employees
- Access employee performance, skills, training, and schedules
- Approve schedules, time-off, and shift swap requests
- Manage multiple teams from a single location
- Use surveys to evaluate agent performance
- Recognize improvement opportunities and assign training
- Add skills based on AI recommendations
- View personal and team schedules
- Request time-off and shift swaps
- Set shift preferences
- Complete assigned training and learning paths
- Monitor personal performance metrics
- Provide feedback on coaching effectiveness
Learning Resources
Happy implementing. Comment below for questions, additional assets, or to share your WFO success stories.
