現代敏捷聯絡中心勞動力優化的重要性

由於新型冠狀病毒感染 (COVID-19) 的全球流行，現代聯絡中心迫切要求通過混合工作環境和遠程辦公系統進行更有效的勞動力管理。已經完成。此外，重點是提供全渠道客戶體驗 (CX)，並且需要工具來幫助代理機構實時滿足複雜的客戶交互。..隨著人工智能在核心業務功能中的日益普及以及全渠道客戶體驗的日益普及，勞動力優化市場繼續向前發展。

本報告探討聯絡中心勞動力優化市場、現代聯絡中心環境的變化、客戶體驗 (CX) 和員工體驗 (EX) 的重要性，以及勞動力管理解決方案的演變。，勞動力優化解決方案供應商概況、增長機會分析等。

目錄

戰略要求

• 為什麼增長變得更加困難
• 戰略要務 8 (TM)
• 三大戰略要求的市場影響
• 促進增長管道引擎 (TM) 的增長機會

定義

員工體驗 (EX) 改善客戶體驗 (CX)

• 客戶體驗是業務重點
• 聯絡中心/代理：CX 交付的關鍵
• 聯絡中心的演變
• EX 對 CX 很重要：CX 是成功的關鍵

勞動力管理工具：不斷變化的情況

• 勞動力管理解決方案的演變
• WFO 超過 WEM/WFM 超過 WFO
• 在聯絡中心關注員工敬業度的好處

員工參與的必備工具

關鍵增長因素和製約因素

部署勞動力優化解決方案

市場環境/有影響的主要趨勢

勞動力優化解決方案提供商情況

• 勞動力優化解決方案提供商簡介
• 方面（阿爾瓦拉）
• 卡拉布裡奧
• 調用礦工
• Genesys
• NICE/inContact
• Verint

成長機會

• 增長機會 1：適應不斷變化的勞動力需求
• 增長機會 2：通過代理授權和參與來提高 EX
• 增長機會 3：通過分析和無縫集成推動績效提升

戰略考慮

• 成功和成長的戰略要求
• 戰略考慮
• 一般：要點
• 圖表列表
• 免責聲明

Workforce Optimization Enhances Agent Efficiency and Opens Up Extraordinary Opportunities to Improve Customer Experience

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.

However, possible growth barriers include a lack of product understanding of workforce optimization solutions and their available deployment options. Financial restraints of companies due to the COVID-19 pandemic may also pose a challenge.

Nevertheless, it is observed that organizations that possess a comprehensive WFO strategy are better equipped to improve both employee and customer experience and set themselves apart from their competition. In addition, deploying cloud-based WFO solutions increases the versatility of organizations through enhanced scalability, as organizations can respond to demand fluctuations more effectively. Besides that, reductions in cost represent another advantage for organizations equipped with cloud-based WFO solutions, as organizations can save on huge maintenance and transactional costs that are inevitable in a legacy contact center setting.

As ensuring customer satisfaction continues to be a top priority for organizations more than ever, Frost & Sullivan expects the workforce optimization market to continue to grow in the contact center space as WFO solutions have the ability to improve both EX and CX.

Table of Contents

Strategic Imperatives

• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• The Impact of the Top Three Strategic Imperatives on Workforce Optimization Industry
• Growth Opportunities Fuel the Growth Pipeline Engine™

Definitions

• Definitions
• Definitions (continued)

Employee Experience for Enhanced Customer Experience

• CX is Business Priority
• Contact Center/ Agents-Pivotal in CX Delivery
• Evolution of the Contact Center
• EX is Critical for CX; CX is Critical for Success

Workforce Management Tool-A Changing Landscape

• Evolution of Workforce Management Solution
• WFM > WFO > WEM
• Benefits of Focusing on Workforce Engagement in Contact Centers

Workforce Engagement Must-Have Tools

• Workforce Engagement Must-Have Tools
• Workforce Engagement Must-Have Tools (continued)
• Workforce Engagement Must-Have Tools (continued)
• Workforce Engagement Must-Have Tools (continued)
• Workforce Engagement Must-Have Tools (continued)
• Workforce Engagement Must-Have Tools (continued)

Key Growth Drivers, and Restraints

• Growth Drivers
• Growth Restraints

Workforce Optimization Solutions Deployment

• Workforce Optimization Solutions Deployment

Market Environment, Key Trends Impacting the Segment

• Major Trends Impacting Workforce Optimization Solutions
• Major Trends Impacting Workforce Optimization Solutions (continued)
• Major Trends Impacting Workforce Optimization Solutions (continued)
• Major Trends Impacting Workforce Optimization Solutions (continued)
• Major Trends Impacting Workforce Optimization Solutions (continued)
• Major Trends Impacting Workforce Optimization Solutions (continued)
• Major Trends Impacting Workforce Optimization Solutions (continued)

Workforce Optimization Solutions Provider Landscape

• Workforce Optimization Solutions Provider Profiles
• Aspect (Alvaira)
• Calabrio
• CallMiner
• Genesys
• NICE/inContact
• Verint

Growth Opportunities

• Growth Opportunity 1-Adapting to Changing Workforce Requirements
• Growth Opportunity 1-Adapting to Changing Workforce Requirements (continued)
• Growth Opportunity 2-Improving Employee Experience through Agent Empowerment and Engagement
• Growth Opportunity 2-Improving Employee Experience through Agent Empowerment and Engagement (continued)
• Growth Opportunity 3-Facilitate Performance Improvements via Analytics and Seamless Integration
• Growth Opportunity 3-Facilitate Performance Improvements via Analytics and Seamless Integration (continued)

Strategic Considerations

• Strategic Imperatives for Success and Growth
• Strategic Considerations
• The Last Word-Key Takeaways
• List of Exhibits
• Legal Disclaimer