Published: March 08, 2021 | Comments
This last year brought unprecedented challenges to those working to ensure that contact centers are rightly staffed — a dispersed workforce, disrupted schedules, and unpredictable customer demand.
In 2017, the last time that ICMI surveyed the state of workforce management (WFM), we found that just half of contact centers surveyed had a dedicated workforce manager or team tasked with scheduling. In addition, a mere one-quarter were collaborating with the frontline on scheduling, one-fifth weren’t measuring forecast accuracy, and seven out of ten were still executing intraday forecasting manually.
Since then, so much has changed. ICMI now seeks to better understand the evolution of WFM and the current state of agent experience (including work from home), technology (including digital channels and automation), long-term planning and forecasting, scheduling, and intraday adjustments.
Can you help? Take this quick survey on the state of WFM in 2021, and provide us with insights we'll report on in a forthcoming executive summary. As an added incentive, we are offering $20 gift cards to the first 50 people to complete the survey. In addition, everyone who completes the survey by March 26, 2021 will be entered to win the grand prize: the choice of Apple AirPods Pro, a Ninja Speciality Coffee Maker, or a $200 gift card.
The information you share will not be linked to you or your organization. The results will only be reported in aggregate; individual responses will remain confidential.