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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.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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