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.
This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
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