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 and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
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