Glossary
Workforce optimization is a totality of business practices and strategies focused on improvement of staff performance by implementing automation tools, staff management tools, data visibility, internal policies, service levels, training programs, etc.
Workforce optimization is particularly synonymous with workforce management as it is also focused on improving and streamlining call center staff performance and productivity. In most cases, it refers more to technological development, which means use of different automation and knowledge management tools to help staff show better performance rates.
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The Advantages and Disadvantages of Advanced and Cloud-Based Call Center Technologies