Industry Research Featured Article
January 22, 2008
Customer Relationship Metrics to Launch Second WFM Study
Contact center research company Customer Relationship Metrics, L.C., announced this week that it is set to launch the second Workforce Management Practices Study endorsed by the Society of Workforce Planning Professionals (News - Alert) (SWPP). Several workforce management providers, including InVision Software, Verint and Calabrio, are actively offering support to the research. The project will be led by well known consumer scientist Dr. Jodie Monger, who is president of Customer Relationship Metrics. Dr. Monger is the inventor of real-time surveying for contact centers and is the founding Associate Director of Purdue University's (News - Alert) Center for Customer-Driven Quality.
Study participants will answer questions addressing numerous topics including performance metrics, WFM resources utilized and investments, processes, tools utilized and satisfaction with all. Data collection is set to begin this week.
Noteworthy findings from the previous study include:
* While the penetration of licensed workforce management software to support the scheduling function is high (88 percent), 52 percent do not use licensed workforce management software to support performance reporting and 25 percent do not use licensed workforce management software to support forecasting.
* Respondents place a much greater emphasis on accessibility metrics (service level, average speed of answer, percentage of calls abandoned) than on efficiency (agent occupancy, agent utilization) and workforce management effectiveness (agent adherence, forecast accuracy, schedule accuracy) metrics. Using the performance metrics provided, the research team was not able to create an effective balanced scorecard for 34 percent of the respondents.
* 62 percent of respondents post new schedules at least every month, (39 percent weekly, 7 percent daily), the remaining 38 percent post new schedules as needed.
* A significant opportunity for improvement in both the workforce management process (37 percent not satisfied) and with workforce management software (41 percent not satisfied) exists.
For details about the study, contact Jim Rembach at 336- 288-8226.
Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles please visit Tracey Schelmetic’s columnist page.
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