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DMG Consulting 2024 Workforce Management for the Enterprise in the Digital Era Report

 

Contact center digitalization, AI, the cloud, and adoption outside of contact centers drives reinvention and growth of the WFM market  

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 customer experience (CX) requirements, workforce expectations, and market innovation being driven by artificial intelligence (AI).

The pace of innovation in the WFM market 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. 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 significantly improving the CX and EX.

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps. The vendors are releasing features that enable agents to select their own working hours, have their schedule assigned, or a combination of both. Additional flexibility includes more shift/swap options, new ways to bid for hours and time-off, and easy approaches to managing paid time off (PTO), voluntary time off (VTO), and overtime (OT). WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours. In some instances, virtual currency is being used to incentivize agents to meet business needs, a welcome improvement from past practices that forced employees into working undesirable hours.

The market is experiencing success, and vendors are transforming their solutions into open platforms that incorporate AI technology, are better able to handle digital interactions, and empower agents with more advanced self-service capabilities,” said Donna Fluss, President of DMG Consulting. “As features are expanded and enriched, WFM suites are expected to continue to transition into open next-gen platforms that support large partner ecosystems and integrations with an increasing number of operating systems in and outside of contact centers.”

The Workforce Management for the Enterprise in the Digital Era report provides an in-depth analysis of the contact center WFM market, the competitive landscape, vendors, product suites, technology, and innovation. The Report analyzes WFM market activity and provides 5-year projections. The 2024 Workforce Management for the Enterprise in the Digital Era report features 4 WFM vendors: Alvaria, Calabrio, NICE, and Verint.