The contact center workforce management (WFM) market has finally come to life. Contact center leaders have had a "love/hate" relationship with WFM since it was first introduced in the 1970s. Managers knew they needed WFM to minimize their agent-related costs, but were frustrated by the complexity of these mission-critical applications. It took 30 years, but contact centers of all sizes now have a growing number of effective WFM solutions from which to choose.
A new generation of compelling and easier-to-use WFM solutions has recently entered the market. This new class of contact center WFM solutions is designed for managers to readily apply and realize immediate benefits. They come with self-service modules that empower agents, changing the dynamics of contact centers and freeing supervisors to dedicate their time to helping customers instead of managing agent schedules. These new WFM solutions are making major contributions to contact centers, yielding quantifiable agent productivity improvements of up to 30 percent for first-time WFM users and 5-8 percent for companies replacing an outdated WFM solution.
To learn more about this topic, download the accompanying whitepaper from Calabrio.
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