Research Overview

This research study covers the workforce optimization market in the contact center space from a global lens. The study outlines the key elements present in a comprehensive WFO strategy as well as some of the main players in the global workforce optimization market.

The COVID-19 pandemic has accelerated the need for modern contact centers to manage their workforce more effectively due to hybrid work environments and work-from-home policies. Enhancing employee experience through workforce optimization is crucial as it translates to improved customer experience. Organizations are also realizing the need to assist agents in real-time with tools that can empower them to deal with the increasing complexity of customer interactions due to the growing emphasis on providing an omnichannel customer experience.

The workforce optimization market is growing significantly due to the high demand for solutions that will enhance CX as lockdowns have deeply transformed workplace settings and customer journeys. The increasing infusion of AI in core business functions as well as the rising popularity of providing an omnichannel customer experience to customers continues to propel the workforce optimization market forward.