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Contact Center Workforce Management

2016 Workforce Management Product and Market Report

2016 is poised to be a breakthrough year as a new generation of WFM solutions comes to market with capabilities that address the needs of contact centers as well as the unique requirements of back offices and branches. Both established and new WFM vendors are spending on research and development (R&D) now that they see the opportunity to recoup their investments through sales of enhanced capabilities. Companies of all sizes and complexity can find solutions to help them improve the performance of their operating areas.

Detailed, timely and incisive analysis of the WFM market sector

WFM is the most important productivity tool in contact centers, and will continue to be so for years to come. But WFM is about to undergo a metamorphosis. Millennials are challenging many of the established practices in contact centers, forcing managers to reconsider their approaches. The market needs a new generation of WFM solutions that are designed to optimize employee choice, provide schedule flexibility and increase agent self-empowerment. The shifting paradigm will challenge the established science of WFM and current management thinking; implementing new solutions and approaches is a necessity for enterprises that want to be employers of choice.

WFM needs are becoming more complex. Omni-channel servicing environments are the norm today, and omni-channel support is a must-have in today’s dynamic servicing world, to help ensure customers receive a consistently outstanding level of service, regardless of the medium of communication. Advanced WFM capabilities are also essential as companies break down the walls between their front- and back-end servicing departments to improve the customer journey and company productivity. WFM vendors who “get it” and see the big picture are building in the features that back offices (and branches) need.

The 2016 Workforce Management Product and Market Report provides an in-depth analysis of the contact center WFM market, competitors, suites, competitive landscape, innovation, end-user satisfaction, as well as market, business and servicing trends and challenges. The Report presents an analysis of WFM market activity and provides 5-year market projections. It also explores the growing back-office and branch WFM market opportunities and applications.

Key Elements of this Report:

  • Overview of the enterprise WFM market segments
  • Explanation of the characteristics and capabilities of the core, value-added and optional components of the top WFM suites, including a high-level comparative analysis of the WFM suites offered by the 9 featured solution providers
  • Review of service delivery options available for WFM solutions, and the advantages and drawbacks of each
  • Discussion of recent innovations in WFM functionality, as well as enhancements that are planned to be delivered in the next 12 – 18 months
  • Examination of the trends and challenges that are driving investments by enterprises and WFM vendors, including staffing for a global economy and the needs of the Millennial workforce
  • Exploration of the top market, business and servicing trends – including omni-channel environments and the push for agent engagement and empowerment – and how WFM is addressing these needs
  • Analysis of the new WFM intraday management capabilities and their ability to provide enhanced scheduling flexibility
  • Examination of forecasting accuracy, and how the solutions are handling the differing needs of front and back offices
  • Analysis of the back-office and branch capabilities of the featured WFM suite providers
  • WFM market activity and market share analysis, adoption rate, and 5-year projections for 2016 – 2020
  • Review of the WFM competitive landscape
  • Company snapshots and product overviews for the 6 featured WFM vendors, including a high-level functional and technical summary
  • Analysis of the return on investment (ROI) and the benefits enterprises should expect to realize from a successful WFM implementation
  • Implementation analysis, including vendor best practices, maintenance and support policies, workshops, training and professional services
  • Comprehensive vendor satisfaction survey results that measure and rank vendor approval ratings across 24 product components and 11 vendor categories
  • Vendor pricing analysis for 250-seat on-premise and cloud-based WFM implementations
  • In-depth, side-by-side comparative analyses of the key functional and technical capabilities of the 6 leading and contending WFM vendors covered in detail in this Report
  • Company reports for the 9 leading and contending vendors, analyzing their products, functionality and future product development plans
  • Comprehensive WFM Vendor Directory, featuring contact center and back-office
  • WFM competitors

1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. Workforce Management Market Segments
4.1 WFM Vendor-Supported Market Segments
5. Workforce Management Functional Building Blocks
5.1 Core, Value-Added, Optional
5.2 High-Level Technical Summary
5.2.1 Security
5.2.2 System Administration
5.2.3 Integration Capabilities
6.Vendor Service Delivery Models
6.1 DMG Service Delivery Definitions
6.2 Vendor Service Delivery Options
7.Workforce Management Trends and Challenges
7.1 WFM Trends for 2016
7.2 WFM Challenges for 2016
8.Workforce Management Market Innovation
8.1 New Product Features
8.2 Emerging Capabilities
9. WFM Fundamentals
9.1 Forecasting
9.2 Scheduling
9.3 Intraday Management
9.4 Intraday Management Automation
9.5 Shrinkage
9.6 Real-Time Adherence
9.7 Long-Term Planning and Budgeting
9.8 Dashboards and Reporting
10. The Mission-Critical Role of WFM in Enterprises
10.1 Globalization
10.2 Omni-Channel Operating Environments
10.3 Algorithms to Support Omni-Channel Forecasting
10.4 Multi-Skill
11. The Engaged and Empowered Workforce
11.1 Self-Service
11.2 It’s Time to Empower Your Agents with Scheduling Autonomy
11.3 Gamification
11.4 Work/Life Balance Management
11.5 Employee Feedback Management
11.6 Self-Directed Performance Management
12. The Back-Office Becomes Front-of-Mind
12.1 Benefits of Back-Office/Branch WFM
12.2 Back-Office WFM ROI
13. Workforce Management Market Activity Analysis
13.1 Validating Market Numbers
13.2 WFM Market Share Analysis
14. Workforce Management Market Adoption
15. Workforce Management Projections
16. Contact Center Workforce Management Competitive Landscape
17. Workforce Management Vendors and Solutions
17.1 Company Snapshot
17.2 Vendor Offerings and Products
17.3 SMB Solutions
18. Workforce Management Benefits and Return on Investment
18.1 Contact Center WFM Benefits
18.2 Contact Center ROI Analysis
19. Implementation Analysis
19.1 Implementation Process
19.2 Implementation Best Practices
19.3 Training and Services
19.4 Maintenance and Support
20. Pricing
20.1 Premise-Based Price Range, by Solution
20.2 Premise-Based Pricing
20.3 Cloud-Based Pricing
20.4 Cloud-Based Pricing for Incremental WFM Modules
21. Workforce Management Vendor Satisfaction Analysis
21.1 Summary of Survey Findings and Analysis
21.2 Detailed Survey Findings and Analysis
21.3 Customer Insights
22. Company Reports
22.1 Aspect Software Inc.
22.2 Calabrio
22.3 inContact, Inc.
22.4 Interactive Intelligence, Inc.
22.5 Intradiem
22.6 NICE Systems
22.7 Teleopti AB
22.8 Verint Systems
22.9 WorkFlex Solutions LLC
Appendix: Workforce Management Vendor Directory

Table of Figures

Figure 1: WFM Market Segments
Figure 2: WFM Market Segments Supported, by Vendor
Figure 3: Contact Center WFM Building Blocks
Figure 4: High-Level Technical Summary
Figure 5: Security
Figure 6: System Administration
Figure 7: Integration Capabilities
Figure 8: Service Delivery Models, Advantages and Disadvantages
Figure 9: DMG’s Service Delivery Model Definitions
Figure 10: WFM Vendor Service Delivery Options
Figure 11: 2016 WFM Trends
Figure 12: 2016 WFM Challenges
Figure 13: New Product Features, by Vendor
Figure 14: New Product Features, by Category
Figure 15: Future Application Enhancements, by Category
Figure 16: Forecasting
Figure 17: Scheduling
Figure 18: Intraday Management
Figure 19: Intraday Management Automation
Figure 20: Shrinkage
Figure 21: Real-Time Adherence
Figure 22: Long-Term Planning and Budgeting
Figure 23: Dashboards and Reporting and Analytical Capabilities
Figure 24: Globalization
Figure 25: Omni-Channel Functionality
Figure 26: Omni-Channel WFM Capabilities
Figure 27: Algorithms
Figure 28: Multi-Skill Capabilities
Figure 29: WFM Features that Promote Engagement and Empowerment
Figure 30: Flexible Scheduling Practices
Figure 31: Agent Self-Service
Figure 32: Gamification
Figure 33: Work-Life Balance
Figure 34: Employee Feedback
Figure 35: Self-Directed Performance Management
Figure 36: Back-Office Share of US Gross Domestic Product
Figure 37: Back-Office WFM Solution Building Blocks
Figure 38: Back Office/Branch WFM Capabilities
Figure 39: Back-Office/Branch WFM Benefits
Figure 40: Back-Office WFM Benefits
Figure 41: Return on Investment (ROI)
Figure 42: WFM Market Activity, as of December 31, 2015
Figure 43: Intraday Management Market Activity by Vendor, as of December 31, 2015
Figure 44: Intraday Management Market Activity by Vendor, 2015 vs 2014 Comparison, as of December 31, 2015
Figure 45: WFM Market Share by Number of Seats, as of December 31, 2015
Figure 46: WFM Market Share by Number of Seats, as of December 31, 2015
Figure 47: Total Number of WFM Seats, 2015 vs. 2014 Comparison
Figure 48: Total Number of WFM Seats, 2007 – 2015 Trends
Figure 49: WFM Projections, 2016 – 2020
Figure 50: Company Information as of December 31, 2015
Figure 51: Product Modules
Figure 52: Small and Mid-Sized WFM Offering
Figure 53: Benefits of WFM Solutions
Figure 54: Return on Investment (ROI)
Figure 55: Return on Investment (ROI)
Figure 56: Implementation Analysis
Figure 57: Implementation Analysis
Figure 58: Training, Documentation and Professional Services
Figure 59: Maintenance and Ongoing Support
Figure 60: 2016 Premise-Based Price Ranges By Solution
Figure 61: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based WFM Solution
Figure 62: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based WFM Solution
Figure 63: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based
Figure 64: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based
Figure 65: Customer Survey Rating Categories
Figure 66: Average Satisfaction Ratings, by Category
Figure 67: Product Satisfaction Ratings, by Category
Figure 68: Ease of System Configuration and Set-up Satisfaction Ratings, by Customer
Figure 69: Ease of Ongoing Use and Maintenance Satisfaction Ratings, by Customer
Figure 70: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 71: Ability to Customize the User Interface Satisfaction Ratings, by Customer
Figure 72: Forecasting Accuracy Satisfaction Ratings, by Customer
Figure 73: Scheduling Features and Effectiveness Satisfaction Ratings, by Customer
Figure 74: Omni-Channel Forecasting and Scheduling Satisfaction Ratings, by Customer
Figure 75: Intraday Management Capabilities Satisfaction Ratings, by Customer
Figure 76: Real-Time Adherence Features Satisfaction Ratings, by Customer
Figure 77: Agent Self-Service Features Satisfaction Ratings, by Customer
Figure 78: Time-Off Management Features and Functionality Satisfaction Ratings, by Customer
Figure 79: Mobile Capabilities Satisfaction Ratings, by Customer
Figure 80: Gamification Capabilities Satisfaction Ratings, by Customer
Figure 81: Long-Term Planning Capabilities Satisfaction Ratings,by Customer
Figure 82: Budgeting/Cost Management Capabilities Satisfaction Ratings, by Customer
Figure 83: Timekeeping and Payroll Management Features Satisfaction Ratings, by Customer
Figure 84: Back-Office/Branch Functionality Satisfaction Ratings, by Customer
Figure 85: Dashboards Satisfaction Ratings, by Customer
Figure 86: Reporting Satisfaction Ratings, by Customer
Figure 87: Globalization Features Satisfaction Ratings, by Customer
Figure 88: Product Effectiveness Ratings, by Category
Figure 89: Ability to Improve Agent Utilization/Occupancy Satisfaction Ratings, by Customer
Figure 90: Ability to Improve Productivity Satisfaction Ratings, by Customer
Figure 91: Ability to Automatically Identify Optimal Solutions to Intraday Issues and Variances Satisfaction Ratings, by Customer
Figure 92: Ability to Manage Shrinkage Satisfaction Ratings, by Customer
Figure 93: Ability to Identify Agent Performance Opportunities Satisfaction Ratings, by Customer
Figure 94: Ability to Improve Agent Engagement and PerformanceSatisfaction Ratings, by Customer
Figure 95: Ability to Reduce Overstaffing/Understaffing Satisfaction Ratings, by Customer
Figure 96: Ability to Route Interactions to the “Right” Agent at the Right Time Satisfaction Ratings, by Customer
Figure 97: Ability to Identify Agent Skill Gaps and Project Agent Skill Requirements Satisfaction Ratings, by Customer
Figure 98: Ability to Support Complex and Varied Global Work RulesSatisfaction Ratings, by Customer
Figure 99: Ability to Support Blended Channels Satisfaction Ratings, by Customer
Figure 100: Ability to Support Agent Preferences Satisfaction Ratings, by Customer
Figure 101: Ability to Support Recruitment/Hiring/Training Capabilities Satisfaction Ratings, by Customer
Figure 102: Current Product Satisfaction Ratings, by Customer
Figure 103: Implementation Satisfaction Ratings, by Customer
Figure 104: Training Satisfaction Ratings, by Customer
Figure 105: Professional Services Satisfaction Ratings, by Customer
Figure 106: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 107: Product Innovation Satisfaction Ratings, by Customer
Figure 108: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 109: Vendor Communication Satisfaction Ratings, by Customer
Figure 110: Pricing Satisfaction Ratings, by Customer
Figure 111: Overall Vendor Satisfaction Ratings, by Customer
Figure 112: What activities do you use your WFM vendor to support?
Figure 113: What channels do you use your WFM vendor to support?
Figure 114: What are the top 3 – 5 challenges that you were hoping toovercome with the WFM solution?
Figure 115: What are the top 3 – 5 benefits you have gained from using the WFM solution?
Figure 116: Please tell us the top 3 – 5 strengths of your WFM solution.
Figure 117: Please tell us the top 3 – 5 challenges of your WFM solution.
Figure 118: What product enhancements would you like to see?
Figure 119: Please feel free to provide any additional comments about your experience with the vendor and/or product.

Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.

+ Key Elements of this Report

Key Elements of this Report:

  • Overview of the enterprise WFM market segments
  • Explanation of the characteristics and capabilities of the core, value-added and optional components of the top WFM suites, including a high-level comparative analysis of the WFM suites offered by the 9 featured solution providers
  • Review of service delivery options available for WFM solutions, and the advantages and drawbacks of each
  • Discussion of recent innovations in WFM functionality, as well as enhancements that are planned to be delivered in the next 12 – 18 months
  • Examination of the trends and challenges that are driving investments by enterprises and WFM vendors, including staffing for a global economy and the needs of the Millennial workforce
  • Exploration of the top market, business and servicing trends – including omni-channel environments and the push for agent engagement and empowerment – and how WFM is addressing these needs
  • Analysis of the new WFM intraday management capabilities and their ability to provide enhanced scheduling flexibility
  • Examination of forecasting accuracy, and how the solutions are handling the differing needs of front and back offices
  • Analysis of the back-office and branch capabilities of the featured WFM suite providers
  • WFM market activity and market share analysis, adoption rate, and 5-year projections for 2016 – 2020
  • Review of the WFM competitive landscape
  • Company snapshots and product overviews for the 6 featured WFM vendors, including a high-level functional and technical summary
  • Analysis of the return on investment (ROI) and the benefits enterprises should expect to realize from a successful WFM implementation
  • Implementation analysis, including vendor best practices, maintenance and support policies, workshops, training and professional services
  • Comprehensive vendor satisfaction survey results that measure and rank vendor approval ratings across 24 product components and 11 vendor categories
  • Vendor pricing analysis for 250-seat on-premise and cloud-based WFM implementations
  • In-depth, side-by-side comparative analyses of the key functional and technical capabilities of the 6 leading and contending WFM vendors covered in detail in this Report
  • Company reports for the 9 leading and contending vendors, analyzing their products, functionality and future product development plans
  • Comprehensive WFM Vendor Directory, featuring contact center and back-office
  • WFM competitors
+ Table of Contents

1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. Workforce Management Market Segments
4.1 WFM Vendor-Supported Market Segments
5. Workforce Management Functional Building Blocks
5.1 Core, Value-Added, Optional
5.2 High-Level Technical Summary
5.2.1 Security
5.2.2 System Administration
5.2.3 Integration Capabilities
6.Vendor Service Delivery Models
6.1 DMG Service Delivery Definitions
6.2 Vendor Service Delivery Options
7.Workforce Management Trends and Challenges
7.1 WFM Trends for 2016
7.2 WFM Challenges for 2016
8.Workforce Management Market Innovation
8.1 New Product Features
8.2 Emerging Capabilities
9. WFM Fundamentals
9.1 Forecasting
9.2 Scheduling
9.3 Intraday Management
9.4 Intraday Management Automation
9.5 Shrinkage
9.6 Real-Time Adherence
9.7 Long-Term Planning and Budgeting
9.8 Dashboards and Reporting
10. The Mission-Critical Role of WFM in Enterprises
10.1 Globalization
10.2 Omni-Channel Operating Environments
10.3 Algorithms to Support Omni-Channel Forecasting
10.4 Multi-Skill
11. The Engaged and Empowered Workforce
11.1 Self-Service
11.2 It’s Time to Empower Your Agents with Scheduling Autonomy
11.3 Gamification
11.4 Work/Life Balance Management
11.5 Employee Feedback Management
11.6 Self-Directed Performance Management
12. The Back-Office Becomes Front-of-Mind
12.1 Benefits of Back-Office/Branch WFM
12.2 Back-Office WFM ROI
13. Workforce Management Market Activity Analysis
13.1 Validating Market Numbers
13.2 WFM Market Share Analysis
14. Workforce Management Market Adoption
15. Workforce Management Projections
16. Contact Center Workforce Management Competitive Landscape
17. Workforce Management Vendors and Solutions
17.1 Company Snapshot
17.2 Vendor Offerings and Products
17.3 SMB Solutions
18. Workforce Management Benefits and Return on Investment
18.1 Contact Center WFM Benefits
18.2 Contact Center ROI Analysis
19. Implementation Analysis
19.1 Implementation Process
19.2 Implementation Best Practices
19.3 Training and Services
19.4 Maintenance and Support
20. Pricing
20.1 Premise-Based Price Range, by Solution
20.2 Premise-Based Pricing
20.3 Cloud-Based Pricing
20.4 Cloud-Based Pricing for Incremental WFM Modules
21. Workforce Management Vendor Satisfaction Analysis
21.1 Summary of Survey Findings and Analysis
21.2 Detailed Survey Findings and Analysis
21.3 Customer Insights
22. Company Reports
22.1 Aspect Software Inc.
22.2 Calabrio
22.3 inContact, Inc.
22.4 Interactive Intelligence, Inc.
22.5 Intradiem
22.6 NICE Systems
22.7 Teleopti AB
22.8 Verint Systems
22.9 WorkFlex Solutions LLC
Appendix: Workforce Management Vendor Directory

Table of Figures

Figure 1: WFM Market Segments
Figure 2: WFM Market Segments Supported, by Vendor
Figure 3: Contact Center WFM Building Blocks
Figure 4: High-Level Technical Summary
Figure 5: Security
Figure 6: System Administration
Figure 7: Integration Capabilities
Figure 8: Service Delivery Models, Advantages and Disadvantages
Figure 9: DMG’s Service Delivery Model Definitions
Figure 10: WFM Vendor Service Delivery Options
Figure 11: 2016 WFM Trends
Figure 12: 2016 WFM Challenges
Figure 13: New Product Features, by Vendor
Figure 14: New Product Features, by Category
Figure 15: Future Application Enhancements, by Category
Figure 16: Forecasting
Figure 17: Scheduling
Figure 18: Intraday Management
Figure 19: Intraday Management Automation
Figure 20: Shrinkage
Figure 21: Real-Time Adherence
Figure 22: Long-Term Planning and Budgeting
Figure 23: Dashboards and Reporting and Analytical Capabilities
Figure 24: Globalization
Figure 25: Omni-Channel Functionality
Figure 26: Omni-Channel WFM Capabilities
Figure 27: Algorithms
Figure 28: Multi-Skill Capabilities
Figure 29: WFM Features that Promote Engagement and Empowerment
Figure 30: Flexible Scheduling Practices
Figure 31: Agent Self-Service
Figure 32: Gamification
Figure 33: Work-Life Balance
Figure 34: Employee Feedback
Figure 35: Self-Directed Performance Management
Figure 36: Back-Office Share of US Gross Domestic Product
Figure 37: Back-Office WFM Solution Building Blocks
Figure 38: Back Office/Branch WFM Capabilities
Figure 39: Back-Office/Branch WFM Benefits
Figure 40: Back-Office WFM Benefits
Figure 41: Return on Investment (ROI)
Figure 42: WFM Market Activity, as of December 31, 2015
Figure 43: Intraday Management Market Activity by Vendor, as of December 31, 2015
Figure 44: Intraday Management Market Activity by Vendor, 2015 vs 2014 Comparison, as of December 31, 2015
Figure 45: WFM Market Share by Number of Seats, as of December 31, 2015
Figure 46: WFM Market Share by Number of Seats, as of December 31, 2015
Figure 47: Total Number of WFM Seats, 2015 vs. 2014 Comparison
Figure 48: Total Number of WFM Seats, 2007 – 2015 Trends
Figure 49: WFM Projections, 2016 – 2020
Figure 50: Company Information as of December 31, 2015
Figure 51: Product Modules
Figure 52: Small and Mid-Sized WFM Offering
Figure 53: Benefits of WFM Solutions
Figure 54: Return on Investment (ROI)
Figure 55: Return on Investment (ROI)
Figure 56: Implementation Analysis
Figure 57: Implementation Analysis
Figure 58: Training, Documentation and Professional Services
Figure 59: Maintenance and Ongoing Support
Figure 60: 2016 Premise-Based Price Ranges By Solution
Figure 61: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based WFM Solution
Figure 62: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based WFM Solution
Figure 63: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based
Figure 64: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based
Figure 65: Customer Survey Rating Categories
Figure 66: Average Satisfaction Ratings, by Category
Figure 67: Product Satisfaction Ratings, by Category
Figure 68: Ease of System Configuration and Set-up Satisfaction Ratings, by Customer
Figure 69: Ease of Ongoing Use and Maintenance Satisfaction Ratings, by Customer
Figure 70: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 71: Ability to Customize the User Interface Satisfaction Ratings, by Customer
Figure 72: Forecasting Accuracy Satisfaction Ratings, by Customer
Figure 73: Scheduling Features and Effectiveness Satisfaction Ratings, by Customer
Figure 74: Omni-Channel Forecasting and Scheduling Satisfaction Ratings, by Customer
Figure 75: Intraday Management Capabilities Satisfaction Ratings, by Customer
Figure 76: Real-Time Adherence Features Satisfaction Ratings, by Customer
Figure 77: Agent Self-Service Features Satisfaction Ratings, by Customer
Figure 78: Time-Off Management Features and Functionality Satisfaction Ratings, by Customer
Figure 79: Mobile Capabilities Satisfaction Ratings, by Customer
Figure 80: Gamification Capabilities Satisfaction Ratings, by Customer
Figure 81: Long-Term Planning Capabilities Satisfaction Ratings,by Customer
Figure 82: Budgeting/Cost Management Capabilities Satisfaction Ratings, by Customer
Figure 83: Timekeeping and Payroll Management Features Satisfaction Ratings, by Customer
Figure 84: Back-Office/Branch Functionality Satisfaction Ratings, by Customer
Figure 85: Dashboards Satisfaction Ratings, by Customer
Figure 86: Reporting Satisfaction Ratings, by Customer
Figure 87: Globalization Features Satisfaction Ratings, by Customer
Figure 88: Product Effectiveness Ratings, by Category
Figure 89: Ability to Improve Agent Utilization/Occupancy Satisfaction Ratings, by Customer
Figure 90: Ability to Improve Productivity Satisfaction Ratings, by Customer
Figure 91: Ability to Automatically Identify Optimal Solutions to Intraday Issues and Variances Satisfaction Ratings, by Customer
Figure 92: Ability to Manage Shrinkage Satisfaction Ratings, by Customer
Figure 93: Ability to Identify Agent Performance Opportunities Satisfaction Ratings, by Customer
Figure 94: Ability to Improve Agent Engagement and PerformanceSatisfaction Ratings, by Customer
Figure 95: Ability to Reduce Overstaffing/Understaffing Satisfaction Ratings, by Customer
Figure 96: Ability to Route Interactions to the “Right” Agent at the Right Time Satisfaction Ratings, by Customer
Figure 97: Ability to Identify Agent Skill Gaps and Project Agent Skill Requirements Satisfaction Ratings, by Customer
Figure 98: Ability to Support Complex and Varied Global Work RulesSatisfaction Ratings, by Customer
Figure 99: Ability to Support Blended Channels Satisfaction Ratings, by Customer
Figure 100: Ability to Support Agent Preferences Satisfaction Ratings, by Customer
Figure 101: Ability to Support Recruitment/Hiring/Training Capabilities Satisfaction Ratings, by Customer
Figure 102: Current Product Satisfaction Ratings, by Customer
Figure 103: Implementation Satisfaction Ratings, by Customer
Figure 104: Training Satisfaction Ratings, by Customer
Figure 105: Professional Services Satisfaction Ratings, by Customer
Figure 106: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 107: Product Innovation Satisfaction Ratings, by Customer
Figure 108: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 109: Vendor Communication Satisfaction Ratings, by Customer
Figure 110: Pricing Satisfaction Ratings, by Customer
Figure 111: Overall Vendor Satisfaction Ratings, by Customer
Figure 112: What activities do you use your WFM vendor to support?
Figure 113: What channels do you use your WFM vendor to support?
Figure 114: What are the top 3 – 5 challenges that you were hoping toovercome with the WFM solution?
Figure 115: What are the top 3 – 5 benefits you have gained from using the WFM solution?
Figure 116: Please tell us the top 3 – 5 strengths of your WFM solution.
Figure 117: Please tell us the top 3 – 5 challenges of your WFM solution.
Figure 118: What product enhancements would you like to see?
Figure 119: Please feel free to provide any additional comments about your experience with the vendor and/or product.

Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.

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