Survey Shows North American Contact Centers Lack Workforce Management Solutions
February 23, 2012
By Chris Freeburn
, TMCnet Web Editor
According to a survey of 400 North American contact center operation managers, conducted during the fourth quarter of 2011, nearly two-thirds of respondents have not installed a Workforce Management (WFM) software solution to coordinate and report agent activity. The survey questioned contact center operators in diverse business sectors, including telecommunications, retail, collections, travel, health care and other industries.
Noble Systems (News - Alert) Corporation, a provider of unified contact center technology solutions, noted that industry analysts have identified labor costs as amounting to “70 percent or more of an average contact center’s operating budget.” In a release announcing the survey’s findings, Nobel (News - Alert) said that agent volume flexibility, skill set designation and real-time reporting are critical components of top-tier customer service. The company offers tips for decision makers when choosing among WFM solutions in a recently released white paper. However, the survey found relatively slow adoption of modern WFM technology.
“The benefit of engaging the right number of skilled people and supporting resources in the right place at the right time cannot be overestimated,” said James K. Noble, President and CEO of Noble Systems in a release announcing the survey. “Our ShiftTrack™ WFM solution drives efficiency and competitiveness in a global contact center marketplace that demands smart resource allocation.”
Edited by Chris Freeburn