Workforce optimization (WFO) refers to software or application suites that provide key insights into contact center performance and operations. WFO software delivers contact center technologies such as multichannel communications, recording, quality management (QM), quality monitoring, reporting, surveying, and speech analytics. These technologies power all aspects of call center performance, providing enterprise-level tools for a range of functions within a call center and in back-office operations.
Workforce optimization (WFO) provides:
- Quality performance and management tools for contact center operations
- Increased productivity for call center agents, supervisors, and administrators
- High-quality customer interactions for enhanced customer satisfaction
- Monitoring, reporting, surveying, and analytics technologies
Bright Pattern’s omnichannel contact center software solutions help simplify omnichannel customer service for customers, agents, and contact center managers. Bright Pattern’s cloud contact center solutions provide effective multichannel communications, CRM integrations, cloud APIs, and tools for quality management.