As anybody who manages a contact center knows, the seemingly impossible task that needs to be accomplished every day is, "Make More With Less." While budgets and headcounts get cut, expectations of better sales, better service, greater customer retention and satisfaction rise. Most contact center technologies, when chosen well and implemented properly, can help companies make more out of less. But few of them can do it so dramatically as workforce optimization solutions: specifically, workforce management and quality monitoring. Anyone who has watched the workforce management and quality monitoring markets grow in the last five to 10 years cannot help being impressed. These two elements of the greater workforce optimization market continued to grow even during the dismal years around 2000 after the dot-com crash seriously depressed tech markets.