Best Practice Report

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

November 22nd, 2022
With contributors:
Ashutosh Sharma , Arjun Kalra , Demi Starks


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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