PUBLISHER: DMG Consulting LLC | PRODUCT CODE: 1451932
PUBLISHER: DMG Consulting LLC | PRODUCT CODE: 1451932
Artificial intelligence (AI), automation, and the need for new capabilities to address asynchronous and digital interactions are driving a welcome transformation of these solutions. The enhancements are valuable because they improve contact center performance, lay the groundwork for a new generation of workforce management (WFM) solutions born in the cloud with AI at their core, and focus on employee empowerment to reduce agent attrition.
The pace of innovation in the WFM market, driven by AI and automation, is rapid and picking up momentum as this IT sector's size and opportunity grows. AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions. AI-based forecasting algorithms and simulations leverage a variety of AI technologies and proprietary models developed by the WFM vendors to provide more accurate forecasts. Enabled by the processing power of the cloud, next-gen WFM solutions can make real-time suggestions and changes in forecasts and schedules previously bogged down in administrative oversight, reducing overhead costs while improving the customer and employee experience (CX/EX).
Workforce management solutions remain essential contact center productivity tools, but today they are equally important for boosting employee engagement. WFM solutions have changed significantly in the past few years, transitioning from applications intended to structure and control agent schedules into systems that empower employees with greater levels of flexibility delivered via self-service. At the same time, management has new capabilities, including salary arbitrage and gamification points, to motivate agents to accept hard-to-fill hours. Agent empowerment is a growing area of focus for WFM vendors who are delivering employee self-service capabilities via enhanced mobile apps which include flexible shifts/shift swap options, and new ways to bid for hours and time-off.
“The 2024 Workforce Management for the Enterprise in the Digital Era” report provides an insightful analysis of the contemporary WFM market, competitive landscape, product suites, and the business, market, and technology trends and challenges confronting contact centers in light of complex omnichannel operating environments, rising CX requirements, workforce expectations, and market innovation that is being driven by AI. The Report analyzes WFM market activity and provides five-year market projections. The Report is designed to help contact centers, back offices and branches, IT, and enterprise leaders and managers in small, mid-size, and large companies select the right solution, technology, functionality, and partner to meet their organization's current and future WFM needs. “The 2024 Workforce Management for the Enterprise in the Digital Era” report features four WFM vendors: Alvaria, Calabrio, NICE, and Verint. Assembled is covered at a higher level.