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Paul Turner at Genesys, Nikki Quinn at Playvox, and Alex O’Donovan at Business Systems discuss the difference between Workforce Management (WFM) and Workforce Optimization (WFO). What Is the Difference Between WFM and WFO? Paul Turner (Genesys) This technology has evolved.

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WFM vs WFO? What's the Difference? Why are they Critical to Contact Centre Operations?Two related, but different terms in the contact of the contact centre and workforce management. WFM and WFO are