Call Recording Featured Article

The contact center is far more than a bank of phones, manned by agents, primed and poised to provide exceptional service. There’s a lot that goes into scheduling, coaching and providing said exceptional service. Workforce optimization is the silent straw that stirs the customer service drink, and this week DMG consulting LLC unveiled its 2016 WFO Mid-Year Market Share Report, which offered much in illuminating industry trends and crowned a clear market champion.

With 41.5 percent of the contact center WFO space and 41.1 percent of the contact center call recording space, NICE is dominating market share. Its market success can be tied to its unique approach, Adaptive WFO where NICE puts greater value on people leveraging analytics to personalize incentives, evaluations, coaching, training as well as scheduling. The Adaptive WFO approach puts agents in a position to succeed, showing off strength and matching people with problems in a data-driven way.

“We are proud of our success in further expanding our market share, as customers have embraced our vision for employee engagement and Adaptive WFO,” said Miki Migdal, President of the NICE Enterprise Product Group. “We will continue to innovate and lead the market in the area of workforce optimization as we recognize the dynamics shaping the performance, experience and expectations of both the workforce and consumers.”

The report explored 42 WFO vendors, looking into 12 components, some include: workforce management, contact center performance management, speech analytics, text analytics, desktop analytics, enterprise feedback management/surveying, eLearning, coaching, gamification and customer journey analytics. A vendor must offer at least recoding and quality management plus two other applications to garner consideration as a WFO vendor – The NICE WFO suite offers all 12 components.

“The contact center WFO market is at a critical juncture. Instead of focusing on agent performance, analytics is playing an increasingly important role throughout WFO suites, providing insights into customer needs and wants,” said Donna Fluss, President of DMG Consulting.

Customer service must remain front of mind for firms of all sizes, and with the contact center serving as the front line, it is mission critical to arm agents as well as management with the appropriate tools to push productivity and give the bottom line a nice boost.

Very NICE.