Frost Radar in the North American Contact Center Workforce Optimization Market
|出版商||Frost & Sullivan||商品編碼||930193|
|出版日期||內容資訊||英文 37 Pages
|北美的客服中心人力資源優化市場 Frost Radar in the North American Contact Center Workforce Optimization Market|
|出版日期: 2020年03月20日||內容資訊: 英文 37 Pages||
客服中心的人力資源優化 (WFO) ，整合聯絡中心使用的應用，進行客戶和主管人員的交換的監視與分析，自動化流程，是為了最佳化客服中心資源的策略，成為促進業績，主管人員的參與度，客戶經驗的改善的手段。WFO，包含重點是招聘，入職，評估，培訓，輔導和激勵的工作人力參與度管理 (WEM)的補充性的功能。近幾年員工的參與度和客戶參與有互相依賴性的關係，兩者都很重要。
A Measurement System to Spark Companies 2 Action (C2A)--Innovation that Fuels New Deal Flow and Growth Pipelines
Workforce optimization (WFO) drives performance, agent engagement, and an improved customer experience (CX) in the contact center industry.
Frost & Sullivan defines WFO as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize contact center resources. Contact centers use the resulting data to improve operational efficiency and performance, and agent and customer engagement, resulting in improved CX and employee experience.
Inclusive to WFO are complementary functions under the umbrella of workforce engagement management (WEM) that focus on recruitment, onboarding, evaluating, training, coaching, and motivating the workforce. Contact center solution providers and customers have come to understand that employee engagement and customer engagement are interdependent and equal in importance. As such, WEM applications are a critical component in WFO strategies.
WFO solutions allow agents to engage more efficiently with customers and supervisors to more effectively manage the contact center by automating processes that had been time-consuming, inflexible, and error-prone when performed manually. Examples include monitoring and analyzing calls, scheduling and forecasting, and finding and retrieving information from knowledge bases.
The Frost Radar reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar methodology. The document presents competitive profiles on each of the companies in the Frost Radar based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar, where the leading companies in the industry are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.