WORKFORCE MANAGEMENT
We expect WFM providers to leverage growing market interest to continue enhancing and building out capabilities:
• Some competitors will come to market with new applications that replace outdated solutions.
• Other vendors will update technology that is over 20 years old, and which slows down their ability to introduce new features.
• And vendors will add modules to expand their offerings and position them to attract new business.
A few functional areas expected to attract attention during the next couple of years include:
• Long-term planning, which needs to be much more robust than only providing a forecasting module that looks 12-plus months into the future.
• Greater expansion into back office staffing where the total addressable market is more than double that of the contact center.
• Significant enhancements for analytics to provide intelligence and insights to improve decision making that helps the CX, employee experience( EX), and the bottom line.
WFM is so much more than the contact center productivity tool it was initially designed to be when it was introduced over 50 years ago.
These solutions are being reimagined into intelligent tools that enable con- tact centers, back offices, branches, and other people-intensive operations to cost-effectively staff their departments while balancing the needs of the enterprise and its employees.
AI is playing an essential role in transforming and expanding the capabilities of WFM solutions, but for companies to fully realize the benefits, they must alter their culture in addition to their technology.
Donna Fluss, Founder and President of DMG Consulting LLC, provides unparalleled understanding of people, processes, and technology driving the transforming contact center / back-office markets. As the foremost analyst of these markets, Donna provides guidance to technology leaders, new entrants, investors, and enterprises building next-generation AI-enabled contact centers. Contact her at Donna. Fluss @ dmgconsult. com
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