Workforce Optimization (WFO)

What is Workforce Optimization? Definition and meaning

Workforce optimization and unified workforce optimization are business strategies that involve integrating solutions, processes, and contact center technologies to optimize employee productivity and efficiency. In call centers, WFO helps maximize workforce management and agent performance.

Workforce optimization is more than just one software. It’s an entire ecosystem of solutions. WFO is a combination of softwares, tools, and processes that all work together to create a better customer and agent experience. WFO softwares utilizes processes like data collection and speech analytics to quickly route customers to the best possible solution. 

The main advantages of unified WFO are to improve customer experience, reduce operational costs, increase efficiency, and boost employee satisfaction.

More WFO Resources:

Boost Efficiency With Unified Workforce Engagement Optimization

Easy-to-use, easy-to-activate tools to empower your teams to deliver exceptional customer experiences while improving performance and compliance in your contact center.

Leading Workforce Management Software | WFM Software

Overcome legacy WFM limitations with an advanced communication framework. Agents, supervisors and analysts can be seamlessly connected through tightly integrated desktop portals, messaging groups and notification channels.

WFO in the Contact Center: 5 Ways Quality Management Can Improve Agent Engagement

WFO in the contact center— what is it, how can it help managers work smarter and not harder, and what are some pointers for implementation? 

These are all good questions, and definitely, ones being asked by contact center managers feeling the strain of maintaining staffing levels during an unprecedented labor shortage. Finding ways to keep frontline agents engaged, happy, and well-equipped to do their job is increasingly top of mind for customer support leaders. 

What is WFO? A Full Overview of Workforce Optimization

Workforce optimization (WFO) may seem like a vague, catch-all term. What are the benefits? What should you look for in a WFO software? Is WFO worth the investment?

According to Aberdeen, companies that use WFO software are 60% more likely to capture customer info scattered across communication channels and empower agents with insights to problem-solve. We break down everything you need to know about workforce optimization in this article, so you can find the best WFO solution and start reaping the benefits.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit

To stay up to date with everything LiveVox, follow us at @LiveVox, visit or call one of our specialists at (844) 207-6663.