Employee schedules can be automated using WFM and WFO systems. In addition, WFO systems provide contact center capabilities like recording calls to enhance agent effectiveness. High turnover rates and varying call volumes are problems that many contact centers face daily in their operation. Software for optimizing and managing the workforce, however, can assist them in overcoming these difficulties from a single platform. For example, employee workforce management software or WFM software can assist the WFM team in assisting these issues. But workforce optimization tools or software incorporate some additional or different features for their users.
Therefore, both WFM and WFO relate to separate tools with some similarities in functionality, despite some people using the terms synonymously. For example, the right amount of personnel may be scheduled for a particular period using both systems, but WFO platforms provide more contact center capabilities that considerably improve agent effectiveness.
To choose the best employee management software for their companies, managers need to be aware of the differences between WFM and WFO systems.
Workforce management
In order to manage schedules and monitor attendance in hectic workplaces like call centers or contact centers, organizations apply a set of tactics and technologies known as WFM. WFM systems or workforce management software utilize automated scheduling tools and service-level forecasts to ensure that businesses always have the proper personnel available for work. But now, people management technologies, employee lifecycle management software, HRMS, HRIS, and other employee solutions are getting integrated, and traditional WFM systems are getting new capabilities.
Workforce optimization
Large contact centers utilize WFO as a collection of tactics and instruments to improve agent performance, engagement, and satisfaction. WFM elements are combined with quality assurance tools, including call recording, speech analytics, and real-time coaching in WFO platforms. Vendors and users may call these platforms workforce engagement management (WEM) systems, especially if they feature gamification and voice of the employee applications.
WFM and WFO differ in many ways.
While both WFM and WFO systems include forecasting and scheduling capabilities, WFO solutions emphasize staff participation more. These two systems ‘ main distinctions are their features, scope, and users.
- The main characteristics of WFM and WFO
In hectic businesses where employees are paid hourly and switch shifts, WFM systems perform fundamental but essential tasks, including tracking attendance and schedule planning and management. These workplaces might include retail businesses, development sites, dining establishments, and call centers or contact centers. As a result, the following are significant WFM attributes:
Service level forecasting.
Organizations can use forecasting techniques to estimate the activity level in their workplaces over a season, a week, or even a single day with workforce management or optimization software.
Plan the automation.
Based on projections of the service level, automation features plan the appropriate number of staff required in the future. AI-powered prediction and scheduling of workforces are available in some WFM or WFO applications. Most WFO systems offer to upload and implement workforce schedules.
Attendance monitoring.
Employee clock-in and clock-out hours may be recorded using attendance applications, which can also notify managers when staff members don’tdon’t follow attendance rules and schedules. Both WFM and WFO tools now include this feature, and additionally, workforce management software or workforce optimization software integrates with other systems to acquire and transfer the staff time and attendance data.
Managing absences.
Apps that are part of WFM systems allow employees to request time off. In accordance with internal and external regulatory regulations, they can also manage and track employee vacation and sick leave through the same software, and all time-off data can be sent to other related systems, like payroll or performance management software.
Shift-swap application.
These solutions make it easier for workers to swap shifts with one another, resulting in more flexible schedules and higher employee satisfaction.
Accessibility and integration.
Employees may use other devices to check their schedules, go through their attendance records, seek time off, and swap shifts using WFM systems. Workforce management software must be accessible from multiple devices and should have access controls for security and the capability to connect with other systems or interfaces.
Additional capabilities of WFO software
WFO platforms offer the functionality that WFM systems do, but they also come with added contact center or call center-friendly features, including coaching or training tools and statistics for agent performance or performance management software. RPA solution providers for agent assistance or chatbots are also getting added to these software solutions. Some essential WFO platform characteristics are as follows: Recording calls. For quality control, supervisors can record conversations between agents and customers.
Monitoring calls.
Supervisors can listen in on calls using monitoring features to assess agent performance and provide support.
Speech recognition.
AI technologies can examine live or recorded conversations to identify consumer emotions. Agents who require more training can be identified via this feature.
Employee activity tracking and desktop analysis.
WFM systems can keep track of the websites and programs agents utilize by recording their desktop activity. It can provide information on whether agent behaviors result in successful or failed results when paired with other metrics, such as agent quality scores.
Real-time coaching.
These tools may identify customer emotions in real-time using text and audio analytics. It then offers agents advice on the best course of action to pursue to coach and train these agents.
Knowledge management.
Some WFM systems include knowledge management tools that agents may use as a resource, including centralized FAQ repositories and process updates.
Employee feedback surveys.
These digital surveys gather employee input so that managers may discover how to enhance the working environment and lower attrition rates.
WFM is a subset of WFO.
WFM systems are used by organizations to carry out fundamental business operations, including scheduling, timekeeping, and absence management. WFO platforms likewise carry out these tasks, but they further assist businesses with employee satisfaction, contact center agent coaching, and quality monitoring.
Because WFM systems use forecasting and scheduling automation capabilities to maintain fair and balanced work schedules, they can help increase employee satisfaction to some extent. In addition, WFO systems include employee satisfaction surveys, real-time coaching, knowledge management, and agent analytics to ensure that agents have the guidance and assistance they need.
Conclusion
Call centers or contact centers require software solutions that help them to manage complex and demanding daily operations in the workplace. Workforce management software or workforce optimization software – the choice will depend on the specific organization and its unique needs and structure, and a personalized and custom WFM or WFO system can greatly enhance the call center or contact center.
