Workforce Optimisation

Managing Contact Centre Staff

Workforce Optimisation (WFO) is simply a software bundle consisting of agent-directed applications that help them work better. It is generally workforce management (which includes scheduling, forecasting and adherence tools) and other applications, usually quality monitoring and recording applications and e-learning tools.

To further enhance agent performance and agent empowerment Call Design has also developed our own application called VQalert™ is an agent optimisation tool that works in conjunction with the workforce management suite to remind agents of up and coming work segment changes such as breaks or work changes.