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The State of Workforce Management

Author: ICMI Research

Publisher: ICMI

Number of Pages: 19


The workforce management process sets the foundations for whether or not a contact center gets it right the first time and is critical to an organization's success.

ICMI last studied contact center workforce management (WFM) trends and benchmarks in 2012. In the five years since that study, the channels utilized by contact centers evolved, the places in which contacts are handled diversified, and the approaches necessary for effectively forecasting and planning changed. As the authority on contact center excellence, ICMI sought to understand better the WFM techniques, technologies, and best practices utilized in today’s contact center environments. A new study, conducted in Q1 2017 and underwritten by NICE, enabled us to take an updated look at modern WFM practices, challenges, and future plans.

This study reveals movement within workforce management and how it is applied over different channel types. If organizations truly want to achieve strong financial performance, customer satisfaction, and employee engagement, it will be mission-critical to apply WFM best practices across their operations, embrace and adopt enabling technologies, and seek automation where possible.


“We had a fundamental belief that doing it right the first time was going to be easier than having to go back and fix it. And I cannot say strongly enough that the repercussions of that attitude are staggering. I’ve seen them again and again throughout my business life.”

- Steve Jobs

Download the Executive Summary and bring your contact center to the next level.

Topics: Contact Channels, Workforce Management, Best Practices

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