According to our poll, just 19% of contact centres use hosted WFM’s to aid the staff scheduling process.
Whilst spreadsheets were the most common methods of calculating staff numbers, 11% still use either pen and paper or a white board.
Poll – What Systems do you use for Scheduling Staff? – answers
Pen and paper – 9%
White board – 2%
Spreadsheets – 55%
WFM system (on premise) – 47%
Hosted WFM – 19%
Source: Call Centre Helper webinar: Creative Scheduling Strategies Sample size – 113 Date: September 2013