2% of Contact Centre Develop In House Systems to Manage Workforce Recsources

What issues do you face when scheduling employees

According to our poll, only one in every 50 contact centres have a bespoke system developed in-house to manage workforce resources.

Poll – How do you currently manage your workforce resources?

We use excel spreadsheets – 60%
We already have a WFM system – 33%
We are thinking of investing in a WFM solution – 15%
We have a bespoke system developed in-house – 2%
None of the above – 10%

Source: Call Centre Helper webinar: Introduction to Workforce Management     Sample size – 82     Date: June 2012

Published On: 27th Nov 2012 - Last modified: 23rd Sep 2019
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