White Paper: The State of Workforce Management

ICMI last studied contact center workforce management (WFM) trends and benchmarks in 2017. Since then, the workplace as we know it has evolved in ways we could never have predicted three years ago. In early 2020, many contact centers worldwide were forced to take their operations remote with little notice.

And as contact volumes spiked amid global uncertainty, WFM professionals had to quickly adapt their plans, staffing models, and forecasts.

This research will hopefully help educate and inform contact center leaders, revealing gaps and opportunities for workforce management improvement.