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