Contact Center Solutions Featured Article

WFM Market Expected to Continue Strong Growth

March 10, 2008

Contact center workforce optimization is a key software application within the contact center as it can help to drive scheduling efficiency and productivity. While these solutions have significant applications throughout the contact center, they are often also underused. Recent research indicates that this may be changing.


DMG Consulting LLC, a provider of contact center and real-time analytics research, market analysis and business strategy, operations and technology consulting services, has published the 2008 Contact Center Workforce Management Market Report.

This report is considered to be the industry’s most comprehensive and timely guide to the essential and evolving contact center workforce management market, products and vendors. Those operating in these areas rely on such data in order to understand the market and thus forecast for future trends.

According to DMG Consulting, the contact center workforce management (WFM) market grew at a rapid rate of 15 percent in 2007. This growth was driven in great part by technical and functional innovations, as well as increased investments in sales and marketing initiatives.

Over the years, these initiatives have driven WFM upgrades and replacements in complex multi-site, multi-channel contact centers. The market has also seen increased interest in the under-penetrated and under-served mid-sized contact center segment. DMG Consulting forecasts that 2008 will be the best year in the history of the WFM market, with an expected 20 percent growth rate.

“Workforce management is one of the most important productivity tools in the contact center,” said Donna Fluss, founder and president of DMG Consulting, in a company statement. “The requirement to provide a better customer experience while improving productivity and controlling costs is paramount in contact centers.”

“The new generation of WFM solutions can help contact centers address these goals effectively, and we believe that vendors need to continue to invest significantly in sales and marketing to increase awareness of WFM’s benefits. Ongoing and strong R&D will also help the market continue to grow, as it will speed up the pace of innovation, product enhancements and the product replacement cycle,” Fluss added.

DMG Consulting’s report provides an in-depth analysis of all aspects of the WFM market, including industry trends and directions, decision criteria for workforce management solutions, benefits, best practices, ROI, market shares and market penetration rates.

As the contact center continues to gain in importance for the enterprise, the demand for WFM solutions will also continue to grow. Such solutions can go a long way toward driving efficiencies within the contact center and considering the cost structure of these centers, efficiency is in high demand.

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.

Want to learn more about contact centers? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.

Article comments powered by Disqus

Related Contact Center Solutions Articles

Appeals Court OKs Redbox's Customer Info Disclosure to Third Parties

The U.S. Court of Appeals for the Seventh Circuit, based in Chicago, has given its approval of Redbox's practices for disclosing customer information to a third party regarding customer service issues. [ Read More ]
10/31/2014

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!