Sunday, 28 March 2010 16:17

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

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CRM.com  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

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