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Workforce Management (WFM) Software

Study Finds Growth in Workforce Management Tech in the UK

2 min read
Author Business Systems UK
Date Mar 15, 2017
Category Workforce Management

The ways that customers communicate with the companies with which they do business has changed dramatically in the last decade. The challenge for contact centre management, therefore, is to bring together employees, customers and business goals and run the contact centre in an efficient, productive, engaging, value-adding and profitable way to satisfy all elements of the equation. One of the most important steps to balancing this equation is workforce management (WFM) software, designed to help balance workforce planning and resource planning within the contact centre.

In a recent study entitled, “The State of Workforce Management in Contact Centres – 2017,” UK-based workforce optimisation specialist Business Systems Ltd interviewed 100 contact centre professionals in the UK to gain a picture of how WFM systems are perceived and used within small, medium and large businesses across the UK.

The rest of this article can be found exclusively on the Workforce Management Today website >