Thursday, 09 April 2009 16:51

The 2009 CRM Service Awards: Service Leaders -- Workforce Optimization Suite

Written by - By the Editors of CRM Magazine - April 2009


The Market
The workforce optimization (WFO) suite—with analytics, e-learning, performance management (PM), quality monitoring (QM), and workforce management (WFM)—is in its second year as one of our Service Leader categories, and analysts agree that it’s here to stay. “It’s something that has come from being just a theoretical technology to one that’s proven and viable in organizations,” says Gartner Research Director Jim Davies. Saddletree Research Chief Analyst Paul Stockford says we can expect to see

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