Workforce Management Software Transcends the Contact Center - Market Insight
Workforce Management Software Transcends the Contact Center - Market Insight
RELEASE DATE
31-Dec-2008
31-Dec-2008
REGION
North America
North America
Research Code: 9857-00-08-00-00
SKU: IT01376-NA-MR_11131
$1,500.00
Special Price $1,125.00 save 25 %
In stock
SKU
IT01376-NA-MR_11131
Description
Workforce management (WFM) software has been available for contact centers for more than twenty years. It is a stable, robust, mature technology that has a proven ROI. WFM users have always been able to rely on their tools to make good forecasts about call volume and adjust their staffing accordingly. But it hasn't been on the cutting edge of developing technology since the mid-1990s. And yet there is a resurgence of interest WFM among end users and vendors alike in recent years. Though it never really went away, the spotlight has been off this stalwart tool for quite a while. But there have been some developments in the industry that have thrust attention back onto WFM.
Table of Contents
Introduction
Historical Context
Challenges and Opportunities
Strategic Recommendations for End Users
Popular Topics
Workforce management (WFM) software has been available for contact centers for more than twenty years. It is a stable, robust, mature technology that has a proven ROI. WFM users have always been able to rely on their tools to make good forecasts about call volume and adjust their staffing accordingly. But it hasn't been on the cutting edge of developing technology since the mid-1990s. And yet there is a resurgence of interest WFM among end users and vendors alike in recent years. Though it never really went away, the spotlight has been off this stalwart tool for quite a while. But there have been some developments in the industry that have thrust attention back onto WFM.
No Index | Yes |
---|---|
Podcast | No |
Industries | Information Technology |
WIP Number | 9857-00-08-00-00 |
Is Prebook | No |