Overview
Welcome to WFM's new era! It's a tremendous and opportunistic time in which WFM solutions are now being used to build employee engagement in contact centers instead of being leveraged to boost productivity, as has traditionally been the case. The market is undergoing a transformation now that companies realize doing business as usual in their contact centers is not enabling them to achieve their goal of improving the customer experience (CX) while reducing operating costs. It's interesting that the WFM segment's reawakening follows closely on the heels of the self-service revolution. As more organizations come to accept that even the best self-service applications are not going to eliminate the need for human agents in contact centers (or employees in enterprises), having tools to retain these vital resources and reduce onboarding costs becomes more important.
