<s>
Workforce	B-Application
optimization	I-Application
(	O
WFO	O
)	O
is	O
a	O
business	O
strategy	O
that	O
integrates	O
business	O
performance	O
considerations	O
with	O
workforce	B-Application
management	I-Application
.	O
</s>
<s>
It	O
is	O
used	O
by	O
call	O
centers	O
to	O
improve	O
workforce	B-Application
management	I-Application
and	O
agent	O
performance	O
.	O
</s>
<s>
Workforce	B-Application
optimization	I-Application
uses	O
all	O
aspects	O
of	O
the	O
complete	O
workforce	B-Application
management	I-Application
life-cycle	O
and	O
provides	O
key	O
insights	O
into	O
how	O
its	O
workforce	O
is	O
performing	O
,	O
with	O
a	O
focus	O
on	O
customer	O
experience	O
.	O
</s>
<s>
Workforce	B-Application
optimization	I-Application
includes	O
automating	O
entire	O
processes	O
,	O
making	O
key	O
data	O
more	O
visible	O
to	O
support	O
better	O
decision-making	O
,	O
ensuring	O
compliance	O
on	O
relevant	O
legislation	O
and	O
solving	O
business	O
problems	O
related	O
to	O
staff	O
.	O
</s>
<s>
Workforce	B-Application
optimization	I-Application
manages	O
the	O
performance	O
of	O
staff	O
to	O
understand	O
the	O
impact	O
on	O
both	O
operational	O
efficiency	O
and	O
the	O
customer	O
experience	O
.	O
</s>
<s>
DMG	O
Consulting	O
's	O
2014	O
"	O
Contact	O
Center	O
Workforce	B-Application
Optimization	I-Application
Market	O
Share	O
Report	O
"	O
documented	O
an	O
increase	O
in	O
workforce	B-Application
optimization	I-Application
revenue	O
over	O
the	O
2013	O
fiscal	O
year	O
.	O
</s>
<s>
It	O
noted	O
an	O
increase	O
in	O
investments	O
to	O
improve	O
core	O
solutions	O
as	O
well	O
as	O
improvements	O
in	O
back-office	O
and	O
branch	O
workforce	B-Application
optimization	I-Application
solutions	O
.	O
</s>
<s>
In	O
2015	O
,	O
DMG	O
Consulting	O
found	O
a	O
resurgence	O
in	O
workforce	B-Application
management	I-Application
due	O
to	O
innovation	O
in	O
usability	O
and	O
functionality	O
through	O
speech	O
and	O
text	O
analytics	O
,	O
desktop	O
analytics	O
and	O
customer	O
journey	O
analytics	O
applications	O
.	O
</s>
<s>
It	O
also	O
considered	O
a	O
shift	O
in	O
the	O
workforce	B-Application
optimization	I-Application
market	O
to	O
emphasize	O
enterprise	O
analytics	O
that	O
personalize	O
customer	O
interaction	O
.	O
</s>
<s>
To	O
make	O
strategic	O
decisions	O
in	O
the	O
modern	O
and	O
complex	O
business	O
landscape	O
,	O
organizations	O
are	O
also	O
using	O
Big	B-Application
Data	I-Application
and	O
Analytics	O
for	O
workforce	O
planning	O
.	O
</s>
<s>
80	O
percent	O
of	O
executives	O
say	O
their	O
big	B-Application
data	I-Application
investments	O
have	O
been	O
successful	O
,	O
and	O
almost	O
half	O
say	O
their	O
organizations	O
can	O
measure	O
the	O
benefits	O
from	O
their	O
projects	O
.	O
</s>
