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Page title without namespace (page_title) | 'Workforce optimization' |
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New page wikitext, after the edit (new_wikitext) | 'Workforce optimization uses all aspects of the complete workforce management life-cycle and provides key insights into how its workforce is performing, with a focus on customer experience. Workforce optimization includes automating entire processes, making key data more visible to support better decision-making, ensuring compliance on relevant legislation and solving business problems related to staff.<ref name=callminer/> It is used by contact centers to make convenient communication with customers, such as [[text messaging]] support.<ref>{{cite web|title=Why Texting Is a Great Match for Workforce Optimization|url=http://customerthink.com/why-texting-is-a-great-match-for-workforce-optimization/|publisher=Customer Think|author=Rich Weborg|date=2 April 2016|access-date=11 May 2016}}</ref>
The strategy ties together the [[human resources]], operations and IT departments of a business. Workforce optimization manages the performance of staff to understand the impact on both operational efficiency and the customer experience.<ref>{{cite web|title=The 2016 CRM Service Leaders: Workforce Optimization|url=http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/The-2016-CRM-Service-Leaders-Workforce-Optimization-109249.aspx|publisher=DestinationCRM|author=Oren Smilansky|date=March 2016|access-date=11 May 2016}}</ref> Companies use [[Voice of the customer|VoC]] insights to improve customer experience, which increases the effectiveness of its agents and builds customer loyalty.<ref name=callminer>{{cite web|title=3 Keys to Workforce Optimization in the Call Center|url=http://callminer.com/3-keys-workforce-optimization-call-center/|publisher=Call Miner Eureka|author=Jason Napierski|date=27 June 2014|access-date=11 May 2016}}</ref>
==References==
{{Reflist}}' |
Unified diff of changes made by edit (edit_diff) | '@@ -1,2 +1,7 @@
+Workforce optimization uses all aspects of the complete workforce management life-cycle and provides key insights into how its workforce is performing, with a focus on customer experience. Workforce optimization includes automating entire processes, making key data more visible to support better decision-making, ensuring compliance on relevant legislation and solving business problems related to staff.<ref name=callminer/> It is used by contact centers to make convenient communication with customers, such as [[text messaging]] support.<ref>{{cite web|title=Why Texting Is a Great Match for Workforce Optimization|url=http://customerthink.com/why-texting-is-a-great-match-for-workforce-optimization/|publisher=Customer Think|author=Rich Weborg|date=2 April 2016|access-date=11 May 2016}}</ref>
+The strategy ties together the [[human resources]], operations and IT departments of a business. Workforce optimization manages the performance of staff to understand the impact on both operational efficiency and the customer experience.<ref>{{cite web|title=The 2016 CRM Service Leaders: Workforce Optimization|url=http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/The-2016-CRM-Service-Leaders-Workforce-Optimization-109249.aspx|publisher=DestinationCRM|author=Oren Smilansky|date=March 2016|access-date=11 May 2016}}</ref> Companies use [[Voice of the customer|VoC]] insights to improve customer experience, which increases the effectiveness of its agents and builds customer loyalty.<ref name=callminer>{{cite web|title=3 Keys to Workforce Optimization in the Call Center|url=http://callminer.com/3-keys-workforce-optimization-call-center/|publisher=Call Miner Eureka|author=Jason Napierski|date=27 June 2014|access-date=11 May 2016}}</ref>
+
+==References==
+{{Reflist}}
' |
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1 => 'The strategy ties together the [[human resources]], operations and IT departments of a business. Workforce optimization manages the performance of staff to understand the impact on both operational efficiency and the customer experience.<ref>{{cite web|title=The 2016 CRM Service Leaders: Workforce Optimization|url=http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/The-2016-CRM-Service-Leaders-Workforce-Optimization-109249.aspx|publisher=DestinationCRM|author=Oren Smilansky|date=March 2016|access-date=11 May 2016}}</ref> Companies use [[Voice of the customer|VoC]] insights to improve customer experience, which increases the effectiveness of its agents and builds customer loyalty.<ref name=callminer>{{cite web|title=3 Keys to Workforce Optimization in the Call Center|url=http://callminer.com/3-keys-workforce-optimization-call-center/|publisher=Call Miner Eureka|author=Jason Napierski|date=27 June 2014|access-date=11 May 2016}}</ref>',
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Parsed HTML source of the new revision (new_html) | '<p>Workforce optimization uses all aspects of the complete workforce management life-cycle and provides key insights into how its workforce is performing, with a focus on customer experience. Workforce optimization includes automating entire processes, making key data more visible to support better decision-making, ensuring compliance on relevant legislation and solving business problems related to staff.<sup id="cite_ref-callminer_1-0" class="reference"><a href="#cite_note-callminer-1">[1]</a></sup> It is used by contact centers to make convenient communication with customers, such as <a href="/wiki/Text_messaging" title="Text messaging">text messaging</a> support.<sup id="cite_ref-2" class="reference"><a href="#cite_note-2">[2]</a></sup></p>
<p>The strategy ties together the <a href="/wiki/Human_resources" title="Human resources">human resources</a>, operations and IT departments of a business. Workforce optimization manages the performance of staff to understand the impact on both operational efficiency and the customer experience.<sup id="cite_ref-3" class="reference"><a href="#cite_note-3">[3]</a></sup> Companies use <a href="/wiki/Voice_of_the_customer" title="Voice of the customer">VoC</a> insights to improve customer experience, which increases the effectiveness of its agents and builds customer loyalty.<sup id="cite_ref-callminer_1-1" class="reference"><a href="#cite_note-callminer-1">[1]</a></sup></p>
<h2><span class="mw-headline" id="References">References</span><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Workforce_optimization&action=edit&section=1" title="Edit section: References">edit</a><span class="mw-editsection-bracket">]</span></span></h2>
<div class="reflist" style="list-style-type: decimal;">
<ol class="references">
<li id="cite_note-callminer-1"><span class="mw-cite-backlink">^ <a href="#cite_ref-callminer_1-0"><sup><i><b>a</b></i></sup></a> <a href="#cite_ref-callminer_1-1"><sup><i><b>b</b></i></sup></a></span> <span class="reference-text"><cite class="citation web">Jason Napierski (27 June 2014). <a rel="nofollow" class="external text" href="http://callminer.com/3-keys-workforce-optimization-call-center/">"3 Keys to Workforce Optimization in the Call Center"</a>. Call Miner Eureka<span class="reference-accessdate">. Retrieved <span class="nowrap">11 May</span> 2016</span>.</cite><span title="ctx_ver=Z39.88-2004&rfr_id=info%3Asid%2Fen.wikipedia.org%3AWorkforce+optimization&rft.au=Jason+Napierski&rft.btitle=3+Keys+to+Workforce+Optimization+in+the+Call+Center&rft.date=2014-06-27&rft.genre=unknown&rft_id=http%3A%2F%2Fcallminer.com%2F3-keys-workforce-optimization-call-center%2F&rft.pub=Call+Miner+Eureka&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Abook" class="Z3988"><span style="display:none;"> </span></span></span></li>
<li id="cite_note-2"><span class="mw-cite-backlink"><b><a href="#cite_ref-2">^</a></b></span> <span class="reference-text"><cite class="citation web">Rich Weborg (2 April 2016). <a rel="nofollow" class="external text" href="http://customerthink.com/why-texting-is-a-great-match-for-workforce-optimization/">"Why Texting Is a Great Match for Workforce Optimization"</a>. Customer Think<span class="reference-accessdate">. Retrieved <span class="nowrap">11 May</span> 2016</span>.</cite><span title="ctx_ver=Z39.88-2004&rfr_id=info%3Asid%2Fen.wikipedia.org%3AWorkforce+optimization&rft.au=Rich+Weborg&rft.btitle=Why+Texting+Is+a+Great+Match+for+Workforce+Optimization&rft.date=2016-04-02&rft.genre=unknown&rft_id=http%3A%2F%2Fcustomerthink.com%2Fwhy-texting-is-a-great-match-for-workforce-optimization%2F&rft.pub=Customer+Think&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Abook" class="Z3988"><span style="display:none;"> </span></span></span></li>
<li id="cite_note-3"><span class="mw-cite-backlink"><b><a href="#cite_ref-3">^</a></b></span> <span class="reference-text"><cite class="citation web">Oren Smilansky (March 2016). <a rel="nofollow" class="external text" href="http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/The-2016-CRM-Service-Leaders-Workforce-Optimization-109249.aspx">"The 2016 CRM Service Leaders: Workforce Optimization"</a>. DestinationCRM<span class="reference-accessdate">. Retrieved <span class="nowrap">11 May</span> 2016</span>.</cite><span title="ctx_ver=Z39.88-2004&rfr_id=info%3Asid%2Fen.wikipedia.org%3AWorkforce+optimization&rft.au=Oren+Smilansky&rft.btitle=The+2016+CRM+Service+Leaders%3A+Workforce+Optimization&rft.date=2016-03&rft.genre=unknown&rft_id=http%3A%2F%2Fwww.destinationcrm.com%2FArticles%2FEditorial%2FMagazine-Features%2FThe-2016-CRM-Service-Leaders-Workforce-Optimization-109249.aspx&rft.pub=DestinationCRM&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Abook" class="Z3988"><span style="display:none;"> </span></span></span></li>
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