DMG Consulting
SEPTEMBER 30, 2021
The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. The Next Act for Contact Center WFO. billion, up 2.7
DMG Consulting
JUNE 13, 2017
The contact center workforce optimization (WFO) market is in transition. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). billion, as of December 31, 2016, of which the contact center is responsible for $1.6 WFO’s Journey into the Future .
DMG Consulting
APRIL 16, 2019
As contact centers are people-intensive organizations where agents account for approximately 65 percent to 75 percent of departmental costs, it makes sense that businesses are looking for ways to reduce their dependence on live agents and help them be more productive.
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