Workforce Optimization (WFO)
Our integrated solution helps your organization improve the efficiency of your customer service teams through advanced tools for analytics, monitoring, and workforce management..
WFO enables your supervisors and managers to plan, monitor, and optimize agent performance—ensuring resources are aligned with demand and agents perform at their full potential.
Benefits That Make a Difference
Improved Agent Efficiency
By accurately forecasting demand and allocating the right resources, the tool ensures your agents are available when needed—boosting productivity and reducing idle time.
Real-Time Monitoring
Supervisors can view live interactions, allowing them to quickly identify performance or service quality issues and take immediate corrective action.
Agent Training and Development
WFO provides detailed reports on each agent’s performance, helping identify areas where additional training is needed—improving both individual and overall team performance.
Improved Service Quality
Automated monitoring and evaluation of interactions help maintain high quality standards in customer communications, leading to increased customer satisfaction.
Savings That Drive Success
Staffing Cost Savings
By using advanced forecasting and planning tools, Five9 WFO ensures that only the necessary number of agents are scheduled based on actual demand—eliminating the need for overtime or overstaffing during peak periods.
This can reduce labor costs by up to 15%–20% during high-demand seasons.
Idle Time Optimization
Five9 WFO helps maintain a steady and well-distributed workload across operations, minimizing agent downtime.
By eliminating inefficiencies, it maximizes productive time and reduces customer wait times—improving operational efficiency by 10% -15%
Reduced Employee Turnover
With more accurate shift planning, agents enjoy more balanced schedules, which reduces burnout, absenteeism, and turnover.
Lower turnover means fewer expenses in recruiting and training—saving up to 25% on personnel management costs.
Take Your Team to the Next Level!
Optimize, monitor, and maximize agent performance with our advanced solution. Boost your efficiency today!