HOW WORKFORCE OPTIMIZATION FITS WITHIN THE CONTACT CENTER
While WFO is often viewed as just one component of a contact center, it’s more accurate to view WFO as the glue that holds a successful contact center together. Successful organizations have a clear WFO strategy that begins with their customers’ initial interactions with an Interactive Voice Response (IVR) system. The prompts and menus contained within this system should be designed with the end user in mind: Enable them to get the information they need as quickly and as intuitively as possible. If that information can be given automatically via the IVR without involving an agent, it saves organization money—and, more importantly, it saves time for the customer.
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