A Business Systems survey has shown a limited adoption of workforce management solutions.
“The State of Workforce Management in Contact Centres – 2016” asked 100 contact centre professionals about their workforce management (WFM) adoption and challenges. The research reveals that despite the improvements in the technology, adoption of WFM solutions within contact and customer service centres has yet to pick up.
WFM can help organisations with people-intensive operations like contact centres, branch networks and back-office achieve a balance between workload and staffing. Still, according to the findings of the survey, only 29% of the respondents have such a solution in place.
The main reported causes for the slow uptake were the failure of vendors to offer adequate support with customisation and training (67%) and disappointing experiences with inflexible off-the-shelf solutions (33%). This is thought-provoking news for WFM providers, who argue that the benefits of using the right workforce management solution are significant and directly related to improvements in employee engagement, customer satisfaction, performance, operational agility and cost.
- Adoption of WFM has still to pick up, with only 29% of respondents having a solution in place
- Large contact centres driven by the insurance sector seem to be ahead of the curve in WFM adoption
- 90% of those who have a solution in place do not derive the expected value
WFM might be the answer for managers seeking a system that reflects the pace of change in the modern contact centre. Yet manufacturers must do more to broadcast the benefits of the technology if the tide is to turn. Flexible hosting and payment models can confront the belief that these solutions are only for large contact centres – and Business Systems expects to see a high proportional increase in take-up among contact centres with fewer than 100 seats.
“Workforce management software has been around for 30 years. Over time, many systems from as recent as 5 years ago have simply become incompatible with the demands placed on the modern contact centre. The majority of challenges reported by our respondents (overall performance, reporting, support) do not exist in modern enterprise systems, which are faster, smarter, feature-rich and more user-friendly,” said Nick Emblem, Business Development Manager at Business Systems.
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