Frost & Sullivan Report: Advancements in Contact Center Workforce Optimization
Frost & Sullivan defines workforce optimization (WFO) as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize resources. WFO is an important segment of the contact center industry because it drives performance, agent engagement, and improved customer experience (CX).
WFO improvements are rapidly accelerating, particularly through the infusion of AI technologies. This insight details:
- Trends and innovations impacting contact center WFO today
- The use of AI technologies to address highlighted challenges and opportunities
- Growth opportunities that solution providers can attain by taking advantage of maturing technologies and enterprise market needs
- A sampling of solution provider use cases that are having an impact on WFO
Zenarate AI Coach improves agent performance and call outcomes while reducing attrition and IT investment, addressing many of the optimization challenges facing contact centers today.
New Hire Speed to Proficiency Acceleration
Conversion Rate Lift
QA & Compliance Score Improvement
Employee Attrition Reduction
“With Zenarate AI Coach our agents are hitting the floor at much higher level of performance”
Matt Wheeler
Instructional Design Manager
Instructional Design Manager
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