Workforce Management Featured Article

 

May 08, 2008

 

Customer Relationship Metrics, L.C., a provider of research excellence, has announced the completion of a 3-month study into Contact Center Workforce Management Practices in North America. This research was sponsored by Verint, InVision, Calabrio, and Aspect (News - Alert) Software. 

Endorsed by the Society of Workforce Management Planning Professionals (SWPP), this research was led by famed consumer scientist Dr. Jodie Monger– President, Customer Relationship Metrics. 

During the study, participants answered questions that addresses numerous topics, including Performance Metrics, WFM resources utilized, investments, processes, tools and satisfaction with each of these areas.

The study found there to be dissatisfaction with both the workforce management process and with workforce management software. Those not satisfied with the process came in at 47 percent, up from 38 percent in 2006. Those unhappy with the software came in at 46 percent, up from 41 percent in 2006. 

 

Overall experience for all job roles has declined between 2006 and 2008. A greater percentage of workforce managers, forecasting specialists, scheduling and intraday specialists reported 0-5 years of experience, an increase to 62 percent from 55 percent.

 

The study also found an overall decline in training between 2006 and 2008 as 18.5 percent of job roles reported less than 10 total hours of training. This was an increase from 13.3 percent in 2006.

In addition, 66 percent of all respondents reported performing skill set scheduling in 2006 and this figure increased dramatically in 2008 to 79 percent. The greatest percentage of customers reported having a suite-based performance optimization as only somewhat important in the 2008 study.

What is important to note with workforce management software is that often, companies will implement solutions that are meant to improve their overall performance, yet fail to accurately train on the solution so that it can be used to its maximum capability. When this happens, the company not only struggles to use what they have, they are unable to enjoy the full benefit that the solution can provide.

Other research into this area has also found that companies will often implement workforce management solutions without accurately assessing their needs and determining where they can extend the most value with the solution. Failure to do so properly will surely lead to dissatisfaction, no matter the vendor or the solution.

Customer Relationship Metrics is a research and consulting and managed services firm specializing in designing and conducting customized customer experience research programs. The company was founded in 1993 and is a certified woman-owned business.

 

Its President, Dr. Jodie Monger, was the inventor of real-time surveying for contact centers and is the founding Associate Director of Purdue University (News - Alert) ’s Center for Customer-Driven Quality.  

 

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.