TechTarget and Informa Tech’s Digital Business Combine.

Together, we power an unparalleled network of 220+ online properties covering 10,000+ granular topics, serving an audience of 50+ million professionals with original, objective content from trusted sources. We help you gain critical insights and make more informed decisions across your business priorities.

ICMI
Advertisement

Most Valuable Capability of WFM Software

By Erica Marois | Date Published: May 09, 2013 - Last Updated August 22, 2018 | Comments

In the winter of 2011, SWPP (http://www.swpp.org/) 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



Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
Topics:

More from Erica Marois

Subscribe now to ICMI Contact Center Insider!