2023 Customer Experience MetriStar – Workforce Optimization Suites

Published on: March 14, 2023

Author: Robin Gareiss, CEO and Principal Analyst
Three providers earned the Metrigy MetriStar Top Provider Award for Workforce Optimization (WFO) Suites. The MetriStar Award’s value is that it is based on both customer ratings and quantitative metrics correlating the use of providers’ services with measurable business success. Workforce Optimization Suites: WFO suites include applications, data, and analytics for continuously improving the efficiency of contact center staff and overall operations. The applications included in these suites are any combination of quality management, call/screen recording, analytics (sentiment, agent, and predictive), workforce management, gamification, desktop and performance management, task management, and recruiting/onboarding. Organizations may buy one-off applications or a full portfolio from a WFO platform provider.

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