2% of Contact Centre Develop In House Systems to Manage Workforce Recsources

What issues do you face when scheduling employees

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According to our poll, only one in every 50 contact centres have a bespoke system developed in-house to manage workforce resources.

Poll – How do you currently manage your workforce resources?

We use excel spreadsheets – 60%
We already have a WFM system – 33%
We are thinking of investing in a WFM solution – 15%
We have a bespoke system developed in-house – 2%
None of the above – 10%

Source: Call Centre Helper webinar: Introduction to Workforce Management Sample size – 82 Date: June 2012

Author
Jo Robinson

Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

2% of Contact Centre Develop In House Systems to Manage Workforce Recsources

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