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Most Valuable Capability of WFM Software

In the winter of 2011, SWPP ( asked respondents to choose the most valuable capability of their current workforce management software. The most frequent answer was scheduling accuracy, followed by ease of use and forecasting accuracy.  Reporting options and customer service from vendor were also mentioned. 

Each quarter SWPP surveys the workforce planning community on critical workforce planning topics.  Over 200 call center professionals representing a wide variety of industries participated and provided insight into this survey on workforce management software.

ICMI asked the same question of its community members last week.  So how did the results compare?

In our poll, nearly half of respondents answered forecasting accuracy.  Scheduling accuracy garnered the second highest amount of votes, and "other" came in third place.

WFM Management Software Survey Results