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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 Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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