Workforce optimization (WFO) solutions provide companies with the tools they need to ensure they’re getting the most out of their operations. In this current time of economic uncertainty, these tools are even more necessary for helping businesses maintain success.
WFO solutions improve productivity as well as deliver better services to customers by making it easier to manage, train and run the organization. This strengthens loyalty and drives ongoing revenues for the company without increasing costs.
In the call center, workforce optimization tools that are particularly important are those that monitor quality and record interactions between agents and callers.
Not only does this help to measure quality and productivity but data gathered during call monitoring can be used to identify trends and helps supervisors and managers uncover areas where agents require more training.
In the 2008-2009 Quality Management/Liability Recording Product and Market Report by DMG Consulting
, it was predicted that the quality management/liability recording WFO market would exceed $2.5 billion for 2008.
Despite the recession, WFO optimization solutions like quality management and recording continue to grow because they have proven reliable and mission-critical when it comes to improving productivity and revenues – both key to survival in the current economy.
Donna Fluss, president of DMG Consulting was quoted in as saying
, “WFO vendors have succeeded by listening to their customers and delivering solutions and capabilities that meet their needs. This is the market's ongoing formula for success. Responding to customer needs, vendors have enhanced core recording and quality assurance tools and have seen increased sales of high-value WFO analytical modules, such as speech analytics, surveying/feedback, contact center performance management, and coaching.”
“The QM/Recording (WFO) market is amazing,” Fluss said. “It has grown steadily for the past five years and has continued to deliver very strong results throughout 2008, despite the recession. What makes this market so unique is that it's comprised of vendors who 'get it.' These are vendors, large and small, who listen to their customers and are delivering solutions and functionality that address their needs, at prices they can afford.”
Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.
Edited by Stefania Viscusi