Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise. Web self-service is widely used in customer relationship management (CRM) and employee relationship management (ERM).
Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are paid on an hourly basis.
Workforce optimization (WFO) software is a program suite that combines recording, quality management (QM) and other call center technologies into one console with the purpose of optimizing call center performance.