Workforce optimization (WFO) software is a program suite that combines recording, quality management (QM) and other call center technologies into one console to oversee call center performance. A WFO suite typically includes tools for workforce management, quality monitoring, liability recording, coaching and eLearning, performance management, surveying and speech analytics. The technology brings together and reports on many different functions within the enterprise – from the call center to the back-office. According to one industry expert, WFO technology can be valuable to the enterprise because it delivers actionable insight that can help optimize the call center.
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