Workforce Optimization, Looking Ahead

Conversations about workforce optimization (WFO) have heated up in the past couple of months. Following several passionate discussions about its future – as the transition to the cloud accelerates – I was inspired to write about the category and its evolution. My first surprise was the broad range of definitions for WFO. I was struck by the number of people equating the three-letter acronym to recording and quality management (QM). Industry analysts concur on a much broader definition including workforce management (WFM), performance management (PM), and more advanced applications like speech, interaction analytics, and gamification.