Workforce Optimization
Minimize cost. Maximize customer

Accessibility and time bound service to customers are the most important weapons in the customer experience arsenal. If contact centers desire to deliver an outstanding customer experience they must start focusing on the ways and means to improve agent productivity and performance.

Workforce optimization strategy for contact centers

It’s no longer a secret that enterprises struggle with their workforce optimization strategy. Recent years have also raised up new expectations, WFO goals have shifted from being solely focused on operational efficiency to enhancing customer experience as well. Contact centers have to endure the complex interlinks between people, process, and technology to strike a balance between agent productivity and superior customer experience. But, they seek solutions in the wrong place.

Servion WFO specialists have empowered contact center to businesses to achieve an optimal balance between performance and experience without costing them an arm and a leg. By adopting a technology agnostic approach and focusing on analytics, Servion offers a WFO methodology that is tuned to fit every business need and result in a win-win situation business and agents.

Want to get started with WFO?

Let’s talk

With an experience of having worked with over 150 contact centers across the globe and having implemented
over 15,000 licenses, Servion offers a wide array of WFO services

Workforce Optimization Consulting : Discovery & Design


Servion offers assessment services for existing WFO implementations. Based on an analytics-led approach, Servion WFO consultants analyze current customer interaction routing and scheduling practices to recommend optimal shifts that lead to an enhanced customer experience.

Workforce Implementation Services


Servion offers vendor-agnostic WFO implementation services across all leading WFO technology providers.

  • NICE
  • ZOOM

Learn how to use workforce optimization to
enhance customer experience

Related solutions

Contact Center Analytics
Get more value from analytics in the contact center. Transform contact centers into customer insight centers
Customer Journey Analytics
Map and analyze customer engagement and interactions with an enterprise through myriad channels and touch points
Workforce Optimization
Identify complex interlinks between the agent skills and ACD splits, shift patterns and capacity. Identify influence on future workload
AI Powered Virtual Assistant
Drive towards a true digital business by adopting AI technologies that bridge the gaps between customers and the services they want