How does workforce optimization support agents and managers?

Workforce optimization provides transparent, data-driven insights that help managers coach more effectively, support agent development, and ensure staffing aligns with real customer demand — without relying on manual oversight or guesswork.

Transform Your Business With Workforce Optimization

Call Center Workforce Optimization (WFO) to Meet Your Business Objectives

Revolutionize the way you engage with your customers through New Era’s Workforce Optimization Services.

New Era’s Workforce Management Services provide your business with intelligent tools to help guide your team to improvement in the metrics that matter.

Consulting

Find out what metrics matter for you and create a plan.

Migrations

Our team has experience in premise, cloud and hybrid deployments.

New Implementations

Working together, we can deploy new services quickly.

Application Services

Extend your platforms via Integrations the WFO Team can build and support.

Training

Extensive and current training ensure your teams meets their goals.

Adoption Services

Maximize your investment in solutions by taking advantage of new features and capabilities.

Managed Support

The WFO Team is here to help 24/7.

How the New Era WFO works?

New Era provides a full suite of lifecycle services. From upfront consulting to ongoing managed and adoption services.

The New Era WFO Difference

The Workforce Optimization (WFO) team includes a specialized group of engineers, consultants, trainers, and project managers focused exclusively on implementing and supporting WFO software platforms such as Calabrio, Verint and Genesys.

Identify Staffing Needs

Quickly see your gaps and staffing overages for the present and future.

Highlight Successful Practices

With WFO tools, you can quickly identify what's working well across your teams and scale proven approaches.

Surface Improvement Opportunities

Gain visibility into where additional coaching, tools, or support can make the biggest impact.

Support Agent Growth and Retention

Use fair, transparent insights to recognize strengths, support development, and improve job satisfaction.

Improve Communication

Communication increases throughout the company when consistent metrics and reporting are in place.

Create Alignment

WFO strategies will create alignment with leadership, management and employees.

Exclusive Implementation Calabrio North America Partner

2023 Genesys Customer Success Partner

400+ Professional Engagements For Calabrio

Verint ASP Partner Delivering CloudBlu

New Era’s WFO Helps These Industries

WFO strategies and tools can be applied to any department or industry. Here are a few examples of how Workforce Optimization strategies are applied by industry.

Healthcare

Ensure effective patient care
Streamline operations
Manage staff efficiently
Optimizing staff scheduling based on patient demand
Reducing wait times
Minimizing overtime
Improving overall patient satisfaction

Retail and Hospitality

Coaching and incenting helps
define the brand
Workforce optimization helps in
managing and forecasting
staffing needs
Scheduling employees efficiently
and ensuring optimal staffing
levels during peak times to
deliver excellent customer service
while controlling labor costs

Financial and Insurance

Compliance in every interaction
Ensures appropriate staffing levels and effective workforce management
Enhance Operational Efficiency
Reduce cost
Provide excellent customer service

WFO Example in a Contact Center

Workforce Optimization can be applied to any department. We find most companies start with the Call Recording or Quality Management, and layer in workforce management and analytics as they grow. This helps increase efficiency and give clarity to trends in data – this can help ensure customer satisfaction remains high as organizations scale.

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