A collection of our call centre Workforce optimisation articles that provides practical advice and tips on how to improve the productivity of your call centre. Workforce Optimisation is known by multiple names and acronyms with the two most common ones Workforce Management (WFM), Workforce Optimisation (WFO).
Regardless of the acronym, the intent is the same. To maximise the efficiency of the call centre aligning the available resources to predicted/forecasted volumes. With labour typically accounting for around 75% of the running costs of call centre there are significant cost savings that can be achieved by aligning your rosters and break times to the workload.