News features about contact centres and the use of WFM
Workforce Management Software
Record numbers of contact centres are currently implementing Workforce Management Software. That was stated by the Pelorus Group, following their own research. The worldwide demand for this type of software and service has grown by nine percent in a single year, to 221 million dollars in 2006. The same report predicts double figure growth, to a staggering 443 million per year by 2012.Report "2007 World Contact Centre Workforce Management Systems Market Study"
WFM packages account for more than a fifth of the worldwide 1 billion dollars associated with workforce optimisation products and services. Dick Bucci, associate consultant at Pelarus, who wrote the report: ‘The 2007 World Contact Centre Workforce Management Systems Market Study was published to provide sellers and strategic partners with the information that they required about this subject. It is a splendid instrument for use by contact centre managers, enabling them to evaluate whether WFM is suitable for them, what they need to take into account and who the main parties are.’More information: www.pelorus-group.com.
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News features about contact centres and the use of WFM
Record numbers of contact centres are currently implementing Workforce Management Software. That was stated by the Pelorus Group, following their own research. ...