The Difference Between Workforce Management Software and Workforce Optimization Software
Artificial Intelligence (AI) has massively impacted nearly every industry imaginable. In a recent article by Amit Tiwari, AI is referred to as disruptive, not just transformative. His reasoning behind this notion is based on the nature of AI starting at a very basic level within a company and working its way through all silos and levels.
According to the article, AI starts by complementing a job held by a human employee, but over time it becomes more powerful and the job itself is altered dramatically or even removed completely. Tiwari goes over this concept in detail in this article.
We don’t view AI as a disruptive technology. We view AI as a highly effective component used in cloud technology. AI is used in many types of cloud call center software, and these include Workforce Management Software (WFM) and Workforce Optimization Software (WFO).
WFM and WFO software are powerful tools in the contact center industry. There’s a lot to manage within a contact center every single day, and handling everything manually is a royal pain in the neck. By utilizing AI and other valuable assets, WFM and WFO software is capable of making many aspects of operations easier. These solutions can handle:
- Scheduling, shift bidding, and task automation
- Employee engagement, agent analytics, and monitoring
- Workflow optimization
- And many more capabilities
WFM and WFO can do great things for contact centers, but what exactly is the difference between the two software options? Workforce Management Software is geared toward managing people, frequently scheduling agents’ shifts or routing traffic based on volume.
Workforce Optimization software is used for monitoring and analyzing agent performance. This is accomplished through a variety of tactics (including voice analytics and scorecards) and helps supervisors determine the best ways to improve performance.
Both capabilities are great options within the cloud call center solutions umbrella. Whichever one you choose, you’re sure to improve your call center operations greatly. Save yourself time, money, and effort by using these technology wonders to your advantage!
We can help you find the best cloud call center software for your requirements at no charge!
If you are considering selecting a WFM or WFO solution for your company, we can help! Cloud Call Center Search are cloud software experts with over 60 years of call center industry experience. We have spent thousands of hours vetting and leveraging the strengths and specializations of the industry leading cloud call center software. You can trust us to you find the solutions that best fit your exact requirements! Fill out the form to get a no-charge consultation!