Workforce Optimization (WFO)

As the business world becomes more complex and difficult, it is fortunate that cloud-based Workforce Optimization (WFO) software is available at affordable prices to assist even the smallest business to create and track their work processes.

WFO is a business strategy that allows businesses to track and improve employee productivity and efficiency. By implementing these strategies, businesses are able to adopt workforce practices that meet the needs of their customers without over or under-utilizing their employee workforce.

Although WFO originated in call centers, WFO has branched out to include manufacturing, financial, and retail services. All of these are industries now have a system to streamline operations and increase efficiency.

Workforce Optimization software is an umbrella term that integrates a variety of software technologies into a suite that includes quality monitoring, coaching, performance management, scheduling, and activity tracking.

Although Workforce Optimization software has five core functions—labor scheduling, time and work data collection, leave management, task and activity management, and time and attendance—software companies such as Bright Pattern have integrated additional features that help businesses improve customer experience and retention. This optimizes their business processes.


Workforce Optimization Best Practices

To be effective, businesses that use WFO Software need to follow a few best practices. The management team, human resources, stakeholders and leaders all need to be onboard and agree with the mission of the company. This allows the company to move forward, support the overall effort and integrate their WFO software without major issues.

One of the key elements of WFO Software is scheduling, assigning tasks and matching skills to specific individuals–all within a given timeframe. This ensures that employees will complete their jobs quickly and efficiently. When first implementing WFO Software, it is imperative that department and human resource managers work together to match tasks to suitable employees. If this doesn’t occur, then under or overstaffing can happen, which can result in a high turnover rate.

Human resource managers must use careful consideration to match skilled people to available positions because incorrect work assignments can result in under-qualification, overqualification, and high turnover of poorly matched workers.


Benefits of WFO Software

WFO Software has a number of advantages; most notably, it integrates a number of systems into a single software suite and alleviates the need to purchase or develop in-house software that doesn’t always integrate properly. It also realizes a significant overall cost savings.

Employers are not the only ones who benefit from using a WFO Software such as Bright Pattern. Since WFO Software also provides tools, support, and training for employees, it can present clear-cut goals so workers are allowed to achieve and even exceed expectations. And, since the software helps to increase productivity, it also can boost the company’s revenue, creating a savings that offsets the cost of the software.

In addition to a reduction in overall operating expenses, WFO Software also can save time and money by automating many of the processes that businesses were doing previously. It also allows businesses to improve their company communications, collect previously difficult data and help increase productivity and performance. For businesses that need to legally adhere to compliance rules and regulations, implementing WFO Software can reduce or eliminate regulatory risks.


The Value of Customer Service

Although implementing WFO Software internally has a great many benefits, perhaps the most significant advantage is the increase in creating a positive customer experience. By using WFO Software in customer service departments, managers are able to assist customers with questions, solve targeted issues, and decrease the time it takes to answer the phone or an email. And when a company delivers great customer service, consumers say they’re willing to spend more on those businesses.

Using WFO Software to quickly respond to customers not only allows the business to be efficient and professional, but it also improves the customer’s attitude and increases retention and satisfaction.