2014: The Year of Workforce Optimization in the Cloud?

So many magazines and websites are naming their Person of the Year and Event of the Year selections, and speculating about what 2014 will bring.

If recent history is any indication, 2014 will certainly be a year in which cloud computing continues to attract new converts. In fact, its transition from an optional alternative to a mainstream solution is nearly complete, given the number of enterprise software vendors (such as salesforce.com) that are now focusing solely on a cloud delivery model.

Contact centers are no exception. More than 60% already have at least one cloud-based application, and according to Connectfirst more than 45% plan to make an initial or expanded move into the cloud within the next 18 months. That same survey found that 55.8% of contact centers say that improving agent productivity is their top goal. Since customer service agents typically account for the largest percentage of contact center costs, it is vital to make sure agent resources are being properly leveraged to deliver consistent, reliable performance.

Workforce optimization software is one of the best ways to achieve this objective. It provides insight into customer interactions and service levels, delivering the data necessary to make important decisions about WFO and optimal management of personnel. And since managers still have a budget to consider when it comes times to expand technological functionality, why wouldn’t they look at the cloud first? There is no more affordable way than workforce optimization in the cloud for a small, medium-sized or large call center.