Workforce Management (WFM) Practices Study Set to Overcome 41% Dissatisfied

  • Customer Relationship Metrics, SWPP and InVision Software Work to Improve WFM Industry

Customer Relationship Metrics, L.C., a leader in contact center industry research, announced today that it is set to launch the 2nd Workforce Management Practices Study endorsed by the Society of Workforce Planning Professionals (SWPP). InVision Software is committed to improving the industry by sponsoring the study and is joined by Verint and Calabrio. The research will be lead by famed consumer scientist Dr. Jodie Monger, President, Customer Relationship Metrics. Study participants will answer questions addressing numerous topics including performance metrics, WFM resources utilized and investments, processes, tools utilized and satisfaction with all. Data collection is set to begin today.

Key Findings from the previous study include:

  • While the penetration of licensed workforce management software to support the scheduling function is quite high (88%), 52% do not use licensed workforce management software to support performance reporting and 25% do not use licensed workforce management software to support forecasting.
  • Respondents place a much greater emphasis on accessibility metrics (service level, average speed of answer, percentage of calls abandoned) than on efficiency (agent occupancy, agent utilization) and workforce management effectiveness (agent adherence, forecast accuracy, schedule accuracy) metrics. Using the performance metrics provided the research team was not able to create an effective balanced scorecard for 34% of the respondents.
  • 62% of respondents post new schedules at least every month, (39% weekly, 7% daily), the remaining 38% post new schedules as needed.
  • A significant opportunity for improvement in both the workforce management process (37% not satisfied) and with workforce management software (41% not satisfied) exists.