Workforce optimization describes processes designed to reduce costs and improve employee efficiency through the strategic application of data.
We live in an era defined by customer expectations. Digital communication technologies have opened up entire new worlds of purchasing opportunities, and online review sites and social media platforms are giving customers a limitless audience to share their experiences with. These and other factors are creating an increasingly competitive market, where subpar customer service is no longer tolerated. At the same time, supply constraints and increasing labor costs are forcing businesses to do more with less, while still attempting to provide a positive experience for their clientele.
As organizations around the world scramble to address these needs, many are focusing on improving the efficiency and productivity of their employees on an individual level. Workforce optimization (WFO) may be the answer.
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