Author: Robin Gareiss, CEO & Principal Analyst
Three providers earned Metrigy’s MetriStar award for Workforce Optimization platforms. The value of the MetriStar award is that it is based on both customer ratings of providers and quantitative metrics correlating the use of a vendor’s products and services with measurable business success.
Workforce Optimization (WFO) platforms: WFO platforms include applications, data, and analytics to continuously improve the efficiency of the contact center staff and overall operations. WFO applications include quality management, call/screen recording, analytics (sentiment, agent, and predictive), workforce management, gamification, desktop management, and performance management. WFO is highly adopted: 89.5% of organizations use at least one WFO application, and 30.4% of companies use applications to manage and engage the workforce outside of the contact center.
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