Best Practice Report

Four Lessons From The Forrester Wave™: Workforce Optimization Platforms, Q4 2021

November 22nd, 2022
Vasupradha Srinivasan, Principal Analyst
Vasupradha Srinivasan Principal Analyst
With contributors:
Ashutosh Sharma , Arjun Kalra , Demi Starks

Summary

Customer service organizations can ease their struggles with workforce optimization (WFO) platforms, which feature enhanced capabilities for workforce management, quality management, and employee engagement. WFO platform vendors offer a mix of features for both advanced and first-time users. This report highlights four key lessons from the Forrester Wave™: Workforce Optimization Platforms, Q4 2021, which evaluated eight vendors against 31 key criteria.

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