Less Than a Fifth of Contact Centres use a Hosted WFM for Scheduling Staff

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