What's Next for Workforce Management
As the year comes to a close, now would seem to be an excellent time to take stock of industry trends and pontificate about what we can expect next. In this posting, we’ll do that as it relates to workforce management.
As you may know WFM solutions assist such organizations as call centers and help desks optimize their resources and scheduling, and to increase customer experience and satisfaction in the process.
The global workforce management market was worth $4.8 billion last year and will reach $11.09 billion by 2025, according to Grand View Research Inc.
“The retail application segment held the largest market share in 2016 at more than 23.1 percent of the overall revenue and was followed by the health care segment,” according to Grand View Research. “The labor-intensive nature of the segment has been a major factor leading to the adoption of workforce management solutions in these industries. Solutions such as time and attendance and absence management are also in high demand in these application industries.”
WFM solutions continue to evolve, notes Chuck Ciarlo of Monet Software, which provides capabilities in this realm for call center operations in the automotive, BPO, government, health care, hospitality, insurance, and retail verticals. For example, solutions like Monet WFM Live deliver data in real time to enable managers to make adjustments to schedules and staffing. What’s next, he says, are solutions that can recognize forecast and scheduling discrepancies automatically and make the needed adjustments.
“Call centers are still primarily comprised of agents at desktop computers interacting with customers from workstations,” he says. “But more people now use smartphones and other mobile devices for communication, and it’s hard to see how this won’t become more prevalent at the call center.”
Edited by Mandi Nowitz