Workforce optimization (WFO) is a set of tools and strategies that help improve employee efficiency and customer satisfaction while reducing operational costs through the use of data.
While the overall goal of WFO is to ensure operational success, it can also streamline the processes of other company departments such as marketing and finance.
Keeping all company departments in sync isn’t always easy, however, employing a good WFO suite of tools can help you prevent burnout and predict future workloads.
For starters, companies should look for a workforce optimization suite that consists of tools like:
- staff scheduling
- time tracking
- skill and talent gap monitoring
- employee performance tracking
- reports and data sharing.
In addition, a good WFO suite could include advanced interaction analytics, quality management features and real-time coaching options. Many WFO vendors have developed suites that cater to different needs, therefore defining your business goals should be the priority before choosing the right set of tools. Now, let’s look at the top 5 reasons for implementing WFO tools.
1. Improved Employee Productivity
Perhaps the most common reason for implementing WFO tools is increased employee productivity. Various WFO tools can help organizations identify bottlenecks and take action fast to redistribute workload for optimal efficiency. Employing automation systems that can take on repetitive tasks help agents focus on complex queries, enhancing overall productivity.
2. Deeper Insight into Performance Data
Similarly, having access to extensive performance data enables organizations to streamline processes and divide workload equally among the team members, or AI-powered assistants. Make sure to provide employees with task management tools that can help them focus on high-priority tasks and optimize their workload.
In cases when employees are struggling or underperforming, managers and supervisors can harness WFO tools to identify their weak spots and turn them into strengths.
3. Improved Customer Experience
Once employees are properly trained and equipped to handle customer queries, customers find answers quickly and return for more, ultimately increasing customer retention. Same with employee performance data, organizations may harness WFO tools to gain insights into customers’ habits and needs and respond quickly and accurately to their issues.
4. Increased Efficiency in Remote Working Environment
Managing a remote workforce can be a challenge, especially if employees are scattered around the world and across different time zones. However, this should not cause additional strain on staff, since WFO tools may help teams stay connected regardless of their location.
Regular check-ins (and not only about performance) can make a world of difference to employee well-being, boosting motivation and enhancing a sense of belonging. As a result, employees feel needed and inspired to deliver results.
5. Reduced Costs and Increased Savings
Once you’ve analyzed performance data and calculated ROI, WFO can help you spot potential areas for cost savings. For example, acknowledging inefficiencies across the teams can also help with surfacing the associated costs.
A deep look into talent availability across the team can help organizations avoid overstaffing but also understaffing, which can lead to money loss.
When it comes to lower costs, additional benefits of WFO tools include creating opportunities for cross-selling and up-selling.
Investing in WFO helps organizations balance employee flexibility with staffing costs, while also improving customer experience. Leading vendors in the WFO space include the likes of Verint, Calabrio, and NICE.