Contact center research company DMG Consulting recently announced the publication of its 2008 Contact Center Workforce Management Market Report, a guide to the essential and evolving contact center workforce management market, products and vendors. The report reveals some interesting and revealing stats. DMG reports that the contact center workforce management market grew at a rapid rate of 15 percent in 2007.
As anybody who manages a contact center knows, the seemingly impossible task that needs to be accomplished every day is, "make more with less." While budgets and headcounts get cut, expectations of better sales, better service, greater customer retention and satisfaction rise.
Most contact center technologies, when chosen well and implemented properly, can help companies make more out of less. But few of them can do it so dramatically as workforce optimization solutions: specifically, workforce management and quality monitoring.
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As anybody who manages a contact center knows, the seemingly impossible task that needs to be accomplished every day is, "make more with less." While budgets and headcounts get cut, expectations of better sales, better service, greater customer retention and satisfaction rise.
Most contact center technologies, when chosen well and implemented properly, can help companies make more out of less. But few of them can do it so dramatically as workforce optimization solutions: specifically, workforce management and quality monitoring.
Read More Article...
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