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#ICMIchat Recap: Turning WFM into WFO

By Erica Marois | Date Published: March 04, 2015 - Last Updated September 08, 2020 | Comments

Terms like WFM and WFO are often thrown around in the contact center, but what do they really mean?  And what's the difference between the two?

Our topic for this week's #ICMIchat was turning workforce management (WFM) into workforce optimization (WFO).  Check out the recap below for definitions, suggested ways to optimize your scheduling, tips for curbing attrition, and more.

Join us again next week as we continue the workforce management discussions.  Justin Robbins will host a chat on handling calls during peak season.  The conversation kicks off at 1:00 EST on Tuesday.  Just follow along and use #ICMIchat to participate.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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