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The US Inner Circle Guide to Omnichannel Workforce Optimization 2025

“The Inner Circle Guide to Omnichannel Workforce Optimization” by ContactBabel stands as an authoritative annual report on today’s WFO and WEM Solutions. Drawing on surveys with global contact center leaders, agents, and customers, the Inner Circle Guide provides an inside look at the reality of solution implementation and utilization and delivers insights on the latest developments affecting life in the contact center.

This year’s report explores how omnichannel strategies, AI, and cloud technology are transforming workforce optimization, enhancing efficiency, and improving agent performance.

Key takeaways

  • The rise of omnichannel: Over 25% of interactions are now digital, requiring new WFO approaches.
  • AI-driven WFM: AI is reshaping scheduling, forecasting, and agent support.
  • Cloud adoption on the rise: 65% of contact centers plan to migrate WFO solutions to the cloud.
  • Empowering agents for success: Training, coaching, and gamification improve engagement and productivity.
  • Challenges to overcome: Siloed processes, lack of omnichannel strategy, and legacy systems remain key barriers.