ICMI's Customer Management Insight - December 2007 - (Page 1) DECEMBER 2007 BY BRIAN HINTON Workforce Optimization: State of the Market A look at the WFO industry, technology, opportunities and risks. Call center requirements like scheduling and quality assurance may feel like “old news” when it comes to technology. You probably need to look for more jazzy names like Workforce Optimization (WFO), Performance Management or Performance Optimization to find basic Workforce Management (WFM) or Quality Monitoring (QM) solutions in today’s market. Regardless of the names, the current solutions provide the fundamentals you are looking for and quite a bit more — especially if you think of these performance tools as offering a range of possibilities to optimize your operations. The WFO marketing messages focus on the value that can be gained from a holistic approach to understanding workforce performance. By using integrated components — the wealth of informaCONTINUED PAGE 6 M O P E R AT I O N S 15 PEOPLE Staffing and Scheduling Meeting the scheduling needs of the “free agent” workforce. 25 STRATEGY Data Security and Customer Privacy Industry officials discuss data protection issues. 32 TECHNOLOGY Redefining CRM Top software companies offer their definitions of, and goals for, CRM. M CONTENTS
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