Friday, September 29, 2006

Almost half of users dissatisfied with Workforce Management Software

From a CallCenter Magazine article:

41 Percent Dissatisfied With WFM

A new study by Dr. Jodie Monger's Customer Relationship Metrics, L.C. and others finds some good news, some bad in the workforce management field. Customer Relationship Metrics, L.C., a specialist in call center industry research, has the results of a 3-month study into Contact Center Workforce Management Practices sponsored by Aspect, Witness Systems and Pipkins, Inc.

The research was performed in partnership with Mike Trotter (Purdue University), Dr. Jodie Monger (President, Customer Relationship Metrics) and Scott Davis (Principal, Customer Cubed, LLC).

The study asked participants questions about performance metrics, WFM resources utilized, processes, tools utilized, and satisfaction. It was the satisfaction question that drew the most negative response -- 41% surveyed were not pleased with their workforce management software.

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