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Contact Centre Technology

The State of Workforce Management in Contact Centres – 2017

13 min read Download White Paper
Author Business Systems UK
Category Workforce Management

It’s all about change. Change is happening in the way we communicate, in the way we work, in the way we do business. As a contact centre professional, how do you bring together  employees, customers and corporate demands to run the contact centre in an efficient, productive,  engaging way to satisfy all constituents?

We believe Workforce Management (or WFM for short) can help. And our latest survey ‘The State of Workforce Management in Contact Centres – 2017’ shows that more and more contact centre professionals believe it too.

So is it finally ‘Game On’ for Workforce Management?

Some key findings from the report:

  • 65% of the respondents use a WFM solution versus just 29% last year
  • 49% of respondents name functionality (or lack thereof) as one of their biggest challenges
  • Self-service is gaining traction with way more features being used than ever before

Don’t forget to also download our bitesize infographic which summarises the main points from the report!

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