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Workforce Optimization (WFO)

Definition - What does Workforce Optimization (WFO) mean?

Workforce optimization is a strategy used in business with focus on maximum customer satisfaction and benefits with minimal operational costs and supported by integrated technologies, cross-functional processes and shared objectives.

Workforce optimization provides and supports business by providing key data on the performance of the workforce. It is often considered as the next logical move to analyze and manage the staff and operational efficiency in order to increase the customer experience.

Techopedia explains Workforce Optimization (WFO)

For making workforce optimization more effective, the following measures are recommended:

  • Implementation of a scheduling solution: For optimizing the workforce, assignment of specific tasks to specific individuals should be enabled with respect to time.

  • Involvement of key stakeholders: Leadership and employee and any other stakeholder should be involved in the different decisions made.

  • Task assignment and matching the skill should be the top most priority: This will ensure the proper job is undertaken by the proper human resource.

  • For managing compliance, deployment of tools: These helps in driving results and improving the overall visibility of different steps.

Advantages of workforce optimization:

  • Helps in reducing the cost of ownership and also increasing return on investment.

  • Better integration with existing solutions. Workforce optimization brings in integrated solutions for e-learning and analysis, which helps in streamlining performance management.This helps in increasing customer experience.

  • Shortens the learning curve, training expenses and reduced cost of hardware and software applications.

  • Provides the statistics of the different quality scores and the scoreboard can provide information on various aspects of operational efficiency.

  • From employee perspective, workforce optimization can improve labor yields and increase workforce capacity and employee satisfaction.

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