Market Research Report
2020 - 2021 Workforce Management Product and Market Report
|Published by||DMG Consulting LLC||Product code||931270|
Delivery time: 1-2 business days
|2020 - 2021 Workforce Management Product and Market Report|
|Published: April 8, 2020||Content info:||
DMG Consulting's ‘2020 - 2021 Workforce Management Product and Market Report, the 13th annual edition’, provides an in-depth analysis of the contact center workforce management (WFM) sector, the competitive landscape, vendors, product suites, technology and innovation. The Report explores the impact of trends such as the digital transformation, the gig economy, artificial intelligence (AI) enablement, automation and the hybrid workforce on the WFM market. It is intended to assist leaders in contact centers, back offices, branches, IT and enterprises in making the right product and vendor selections to meet their current and future WFM needs.
Today's WFM solutions are evolving to keep pace with the changing business world. The workforce has changed, as have other management trends, including the introduction of innovative smart technology, expanding global business and broader market opportunities. The last few years have seen enhancements to WFM solutions to meet the needs of omni-channel service environments, multi-national enterprises and the Millennial and Gen Z workforce. The best of today's solutions make sure the right number of resources with the right skills and personality are available to deliver optimal service. Flexible planning approaches, like real-time adaptive scheduling, are starting to be used to address the variable schedule needs of the gig economy and employees' demand for work/life balance.
AI-based technologies, such as predictive analytics and machine learning, are being incorporated into WFM solutions to automate the selection of the optimal forecasting model for each business's unique situation. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn. It can also be used to predict if work will be completed on time. Machine learning uses an iterative learning process to improve schedule accuracy by validating predictive models. AI and machine learning are expected to play an even greater role in the future by improving the accuracy of forecasts and schedules, as well as enhancing self-learning and adaptive real-time scheduling, performing long-term forecasting and strategic planning, and simulation of routing rules and agent skills.
WFM solutions now offer self-service capabilities that enable agents to create and manage their own schedules. AI-based features allow agents' requests for schedule changes or time off to be submitted in plain language and dispositioned automatically based on pre-defined rules. Gamification and enhanced visibility into their own performance help keep agents engaged and motivated. Real-time alerts keep agents up to date about contact center status, which helps them stay on task and improve their performance.
Real-time adaptive scheduling benefits agents, contact centers and customers.
While it provides flexible scheduling options for agents, it also enables contact centers to address unexpected changes in demand and resources during the workday. It updates schedules throughout the day to help the service department comply with their service-level objectives and deliver a great customer experience. New-gen WFM solutions make employees active participants in modifying their schedules to respond to intraday changes. Automation is an important enabler of real-time adaptive scheduling, and in the future, WFM solutions will utilize self-learning techniques to further improve their effectiveness.
Keeping agents in adherence with their schedules is vital to effective staffing. Real-time adherence (RTA) solutions empower supervisors and agents to take immediate corrective action when deviations from user-defined adherence metrics occur, preventing negative impacts on the service level. Real-time notifications alert agents to impending activity changes and can prevent agents from taking new calls immediately prior to a break or other change in status.
An important part of improving agent engagement is to enable them to access their performance dashboards and schedules, sync their solutions with personal online calendars, request time off and view statistics from their mobile devices. WFM vendors have begun to invest in modernizing and simplifying agent and supervisor user interfaces (UIs) and user experiences (UXs) to improve access and navigation. Mobility features provide agents with 24/7 access to self-service features and a full complement of functions on their smartphones and tablets. This allows them to make and receive schedule modifications throughout the day, wherever they are located.
The ‘2020 - 2021 Workforce Management Product and Market Report ’ features the 4 leading WFM vendors, Aspect, Calabrio, NICE, and Verint, and 5 WFM suites. (Calabrio has two WFM solutions included in this analysis: Calabrio WFM, their legacy product, and Calabrio Teleopti WFM, based on their acquisition of Teleopti AB in June 2019.). QStory Ltd. is covered at a higher level.