Systems and methods for providing workforce optimization to branch and back offices

A system for providing workforce optimization comprising:

• a forecasting and scheduling component of a workforce management system implemented on a computer operative to plan a first campaign to implement business goals and to schedule and deploy a workforce in accordance with the first campaign to produce a plurality of interactions, at least a first one of the interactions involving a first customer and a first agent of a contact center that is scheduled based on availability of agents of the branch office or of the back office to accommodate customer contacts, at least a second one of the interactions involving a second customer and a second agent of a branch office or back office that is scheduled such that the second agent is available for receiving redirected customer contacts, the other of the interactions resulting from at least one customer contact intended for the contact center being selectively redirected from the contact center to the branch office of the back office based on a known skill set of the second agent, wherein the branch office or the back office is part of the same enterprise as the contact center but the primary purpose is not handling customer contacts;
• a tracking component of the workforce management system implemented on the computer operative to measure performance of the first agent and the second agent on at least a portion of the interactions to produce a set of quality metrics for the agents, wherein the performance of the first agent is measured using a first parameter from an automatic call distributor (ACD) and the performance of the second agent is measured using a second parameter from workstation screen activity for the second agent, and to combine at least a portion of quality metrics to produce performance indicators;
• the forecasting and scheduling component further operative to use the performance indicators in the planning step of a second campaign or another iteration of the first campaign.