Workforce Optimization Market in Contact Center Space from a Global Perspective –

DUBLIN–(BUSINESS WIRE)–The “The Importance of Workforce Optimization in Modern and Agile Contact Centers” report has been added to from offer.

This research study covers the workforce optimization market in the contact center space from a comprehensive perspective. The study outlines the key elements present in a comprehensive WFO strategy along with some of the key players in the global workforce optimization market.

The COVID-19 pandemic has accelerated the need for modern contact centers to manage their workforce more efficiently due to hybrid work environments and work-from-home policies. Improving the employee experience through workforce optimization is crucial because it translates into a better customer experience. Organizations are also realizing the need to support real-time agents with tools that can enable them to cope with the growing complexity of customer interactions due to the growing focus on delivering an omnichannel customer experience. .

The workforce optimization market is witnessing significant growth due to high demand for solutions that will improve customer experience as lockdowns have profoundly transformed work environments and customer journeys. The increasing infusion of AI into critical business functions along with the rising popularity of providing omnichannel customer experience to customers continues to propel the workforce optimization market forward .

However, possible barriers to growth include a lack of understanding of workforce optimization solutions products and their available deployment options. Financial constraints for businesses due to the COVID-19 pandemic can also pose a challenge.

Nevertheless, it is observed that organizations that have a comprehensive WFO strategy are better equipped to improve both the employee and customer experience and stand out from their competitors. Additionally, deploying cloud-based WFO solutions increases the versatility of organizations through improved scalability as organizations can respond more efficiently to fluctuations in demand.

Additionally, cost reductions are another benefit for organizations equipped with cloud-based WFO solutions, as organizations can save on huge maintenance and transaction costs that are unavoidable in a legacy contact center environment.

As customer satisfaction remains a top priority for organizations more than ever, the publisher expects the workforce optimization market to continue to grow in the contact center space. , because WFO solutions have the ability to improve both EX and CX.

Main topics covered:

Strategic imperatives

  • Why is it increasingly difficult to grow taller?

  • The strategic imperative

  • The impact of the top three strategic imperatives on the workforce optimization industry

  • Growth opportunities fuel the growth pipeline engine


Employee experience for a better customer experience

  • CX is the priority of the company

  • Contact Center/Agents – Pivot in CX Delivery

  • Contact Center Evolution

  • EX is critical for CX; Customer experience is critical to success

Workforce Management Tool – A Changing Landscape

  • Workforce management solution evolution

  • WFM > WFO > WEM

  • Benefits of Focusing on Workforce Engagement in Contact Centers

Must-Have Tools for Workforce Engagement

  • Must-Have Tools for Workforce Engagement

Main growth drivers and constraints

  • Growth engines

  • Growth constraints

Deployment of workforce optimization solutions

  • Deployment of workforce optimization solutions

Market environment, main trends impacting the segment

  • Top Trends Impacting Workforce Optimization Solutions

Landscape of Workforce Optimization Solution Providers

  • Workforce Optimization Solution Provider Profiles

  • Aspect (Alvaira)

  • Calabria

  • CallMiner

  • Genesys

  • NICE/inContact

  • Verint

Growth Opportunities

  • Growth Opportunity 1 – Adapt to changing workforce needs

  • Growth Opportunity 2 – Improve employee experience through agent empowerment and engagement

  • Growth Opportunity 3 – Facilitate performance improvement through analytics and seamless integration

Strategic Considerations

  • Strategic imperatives for success and growth

  • Strategic Considerations

  • The Last Word – Key Takeaways

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