Workforce Management: The State of the Industry
There certainly seem to be a lot of surveys released these days, all focusing on the contact center industry and the impact of technology on the customer experience. We like to bring these to you when we find them, because if they’re done well they usually have something important to tell us about the state of our business.
We just found one from the United Kingdom that spoke to 100 contact center professionals about their workforce management adoption and challenges. If we had to summarize the findings in one sentence, we’d say it suggests that workforce management solutions are capable of making significant improvements in a contact center’s efficiency, but many businesses are still hesitant to commit to this improved technology:
- Just 29% of respondents have a WFM solution in place
- 33% report disappointing experiences with off-the-shelf solutions
- 67% believe the WFM provider did not provide adequate support and training
This is disappointing to read for a number of reasons. Workforce management has been around since the 1980s – this is not a shiny new toy that hasn’t been proven in the real world. If seven out of every 10 contact centers in the UK are still getting by with spreadsheets and other means, we can only wonder how much better they could be doing by embracing a solution that can revolutionize their forecasting, scheduling and staffing procedures.
Even more troubling are the responses from those that have adopted a WFM solution, and found it wanting. This has a negative impact not just on the company that provides that WFM software, but also on all of us in this business.
Looking closer at the survey results, we find the 33% that were disappointed in WFM found the system to be inflexible, and thus incompatible with the demands placed on the modern contact center. The challenges they found, in areas such as reporting, support, and overall performance, simply would not be an issue with a product like Monet Live WFM in the cloud.
Great WFM solutions are available – it’s up to contact center managers to do their due diligence and find a solution with the customization, flexibility, user-friendliness and support they require.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is