What is Workforce Optimization?

Kathy Monroy
February 15, 2023

Being competitive in an era where customer satisfaction, high service levels, and overall excellence are expected means you must provide an offering that meets customer demands, provides sustainable growth alternatives, and helps your clients become resilient.  

All good things must come to an end, including growth at all costs. Albeit cliché, it’s time to start thinking about working smarter and doing more with less.  

To ensure you provide enhanced customer experiences, efficiency and still minimizing costs, we introduce workforce optimization (WFO).  

Workforce Optimization makes navigating a challenging market easier as it combines two essential areas business leaders are already familiar with: business performance and workforce management.  

Workforce Optimization Definition

Workforce optimization is the strategic alignment of people, processes, and technology to maximize customer experience and efficiency while minimizing operational costs. WFO creates a seamless operation by combining business performance and workforce management to obtain useful business data, improve performance, and allocate resources effectively.

As Ryan Mann, Director of Marketing at Lean Solutions Group, mentioned in an interview with FreightWaves, “to get the most out of your technology, you have to have the right processes, and to get the most out of your processes and technology, you have to have the right people.”

By implementing WFO, businesses obtain valuable insights about their employees to create a more efficient operation, generating endless benefits, like increased productivity, higher employee engagement, stability, customer satisfaction, and business growth.

3 Essential Elements of Workforce Optimization

  • People

A critical part of WFO is the talent that powers each business. Employee engagement and motivation are vital for business development and growth. Hence the need for top talent to provide top-tier services.  

The success of WFO in your business will heavily rely on the professionals you source since they will be the ones in charge of executing the daily functions that make an impact on the business.    

Considering the fluctuating labor market, finding the right talent to fill essential positions has become challenging. Therefore, companies search for strategic partners that help them take care of the vetting, recruitment, and hiring processes so they can focus on their core business and improve their service levels.    

  • Processes

Processes affect a company’s overall productivity as they determine how the business flows in each area or department. For that reason, a vital part of WFO is optimizing processes to generate efficiency and reduce time spent on non-essential areas of the business.  

But creating efficiencies within business processes requires experience and knowledge within specific business areas. These insights will allow you to find operational gaps and provide practical solutions to mitigate their effect on the business.  

  • Technology

The third key aspect of WFO is technology. Companies are now searching for software and AI to improve efficiency and create seamless processes in every business area. It’s not just for IT development anymore. Technology is making its way into every corner of business. Technology is now implemented at every step, from enhancing recruitment and hiring processes to performance data visualization through BI.  


By aligning these three vital elements (people, processes, and technology), companies can maximize efficiency, minimize operational costs, and improve customer experience.  

If implemented correctly, Workforce Optimization becomes a crucial factor in business development and growth. It provides incredible benefits like increased productivity, higher quality services, data-driven decision-making, and cost reduction.  


Kathy Monroy is an experienced Communications Specialist and Journalist. Driven to go above and beyond, Kathy produces high-quality content specializing in transportation and logistics, marketing, sales, and technology. Her goals include becoming an expert and an authority in her line of work, always providing her audience with the most relevant and useful information.

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