Sunday, 28 March 2010 16:17

The 2010 CRM Service Awards: Service Leaders -- Workforce Optimization Suite

Written by  By Christopher Musico March 2010


The market for workforce optimization (WFO) suites—which include analytics, e-learning, performance management, quality monitoring, and workforce management—is rapidly maturing in its third year as a category. So much so, argues Ian Jacobs, senior analyst of customer interaction technologies at Ovum, that companies are looking to utilize WFO outside the contact center. “Clearly that’s a good business for the vendors, as it greatly increases their addressable market,” he adds. The shift also opens the door to new players, such as

... Read More

Login to post comments