WorkForce Management Study Finds 47% Dissatisfied

Customer Relationship Metrics, L.C., a provider of research excellence, announced today that it has completed the analysis of a 3-month study into Contact Center Workforce Management Practices in North America sponsored by Verint, InVision, Calabrio, and Aspect Software. The research was endorsed by the Society of Workforce Management Planning Professionals (SWPP). The research was lead by famed consumer scientist Dr. Jodie Monger– President, Customer Relationship Metrics.

Study participants answered questions addressing numerous topics including, Performance Metrics, WFM resources utilized, investments, processes, tools, and satisfaction with all.

Key Findings from the 2008 Workforce Management Practices Study include:

• Dissatisfaction with both the workforce management process (47% in 2008 up from 38% in 2006 - not satisfied) and with workforce management software (46% in 2008 up from 41% in 2006 - not satisfied) occurred.

• Overall experience (in years) has declined between 2006 and 2008 for all job roles. A greater percentage of workforce managers, forecasting specialists, scheduling and intraday specialists reported 0-5 years of experience, an increase to 62% from 55%.

• An overall decline in training was experienced between 2006 and 2008 with 18.5% of job roles reporting less than 10 total hours of training, up from 13.3% in 2006.

• 66% of all respondents reported performing skill set scheduling in 2006. This figure increased dramatically in 2008 to 79%.

• In 2008 the greatest % of customers reported that having a suite-based performance optimization solution is only somewhat important.