Workforce Management Feature Article
January 29, 2009
New DMG Report Shows WFM Market Strong in 2008; Growth Expected in 2009
By Susan J. Campbell, TMCnet Contributing Editor
While the recession has been tearing through the U.S. economy, the market for Workforce Management (WFM) in 2008 was very strong. WFM seats/agents grew in numbers by a strong 7.4 percent, from 3,463,571 in 2007 to 3,719,294 in 2008.
Also, while healthy growth was felt among all vendors examined, the greatest growth rates were realized among the smaller vendors and those with stand-alone solutions.
"The requirement to provide a better customer experience while improving productivity and controlling costs is paramount in contact centers during the recession," said Donna Fluss, president of DMG Consulting, in a company statement.
This 2009 report delivers an in-depth analysis of the WFM market, examining vendors, product functionality, technology, market trends, challenges and opportunities, market share, adoption rates, benefits, return on investment, best practices, customer satisfaction, pricing and additional uses for WFM solutions.
The report also includes new sections on management and agent best practices. A new section has been dedicated to long-term strategic planning, an area of growing importance to contact center managers and enterprise executives. Advice is also offered on how to use WFM to address the challenges the recession presents and to strategically plan for business recovery in 2011.
The contact center industry is one area that has been impacted by the slump in the global economy, both positively and negatively. While companies are increasingly looking to offshore options to reduce their cost of customer support, others are recognizing the important role the center plays in protecting the customer base – essential in a recession.
This latest report from DMG Consulting shows that vendors are not only developing the solutions that companies need, they are also properly educating their customers as to the benefits that can be quickly realized with WFM integration. In doing so, they are helping to create and drive strong and sustainable demand.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Stefania Viscusi