TMCnet News
Research and Markets: 2014-2015 Workforce Optimization Product and Market ReportResearch and Markets (http://www.researchandmarkets.com/research/632zgb/20142015) has announced the addition of the "2014-2015 Workforce Optimization Product and Market Report " report to their offering. The WFO market has reached a turning point as technology and customer care continue to evolve at breakneck speed. Having performed well in both strong and weak economic environments for decades, the time has come for a new generation of WFO solutions to emerge. Mega-trends like omni-channel customer interaction, utilizing "big data" to improve the customer journey, and gamification are driving much of the evolution of this sector, while tech trends like mobility and the cloud are forcing vendors to invest to meet the needs of a changing workforce nd consumer base. Key Topics Covered: 1. Executive Summary 2. Introduction 3. Research Methodology 4. Quality Management/Liability Recording Market Segments 5. Workforce Optimization Defined 6. What's New in WFO Suites 7. Market Innovation 8. WFO Trends and Challenges 9. Enterprise and Servicing Trends Align in 2015 10. Using WFO Solutions to Address Top Contact Center Challenges 11. The State of the WFO Market 12. Customer Journey Analytics Overview 13. PCI (News - Alert)-DSS: A Practical Approach to Understanding Contact Center Requirements, Challenges, Implications and Compliance 14. WFO Market Share and Activity Analysis 15. WFO Market Projections for 2014 through 2018 16. Contact Center WFO Competitive Landscape 17. WFO Vendors and Solutions 18. WFO Vendor Satisfaction Analysis 19. WFO Suite Detailed Functional Analysis 20. Implementation Time Frames and ROI 21. WFO Pricing 22. Company Reports
For more information visit http://www.researchandmarkets.com/research/632zgb/20142015
|