Metrics conducts industry research in addition to our customized research programs.
We often partner with other industry veterans to conduct specialty research studies
that help meet specific needs.
Customer Relationship Metrics conducted a 3-month study into Contact Center Workforce Management Practices in North America sponsored by Verint, InVision, Calabrio, and Aspect Software. The research was endorsed by the Society of Workforce Management Planning Professionals (SWPP). The research was lead by famed consumer scientist Dr. Jodie Monger– President, Customer Relationship Metrics.
Study participants answered questions addressing numerous topics including,
Performance Metrics, WFM resources utilized, investments, processes, tools utilized,
and satisfaction with all.
Key Findings Key the 2008 Workforce Management Practices Study include:
Dissatisfaction with both the workforce management process (47% in 2008 up from 38% in 2006 - not satisfied) and with workforce management software (46% in 2008 up from 41% in 2006 - not satisfied) occurred.
Overall experience (in years) has declined between 2006 and 2008 for all job roles. A greater percentage of workforce managers, forecasting specialists, scheduling and intraday specialists reported 0-5 years of experience, an increase to 62% from 55%.
An overall decline in training was experienced between 2006 and 2008 with 18.5% of job roles reporting less than 10 total hours of training, up from 13.3% in 2006.
66% of all respondents reported performing skill set scheduling in 2006. This figure increased dramatically in 2008 to 79%.
In 2008 the greatest % of customers reported that having a suite-based performance optimization solution is only somewhat important.
Register
If you would like to participate the 2010 study please contact Jim Rembach,
at 336-288-8226 or by email at jim.rembach@metrics.net.
These studies are designed to capture and compare the impacts of implementing
solutions in the contact center for both vendors and users of contact center solutions.
Vendors look to prove the validity of their solution and users want to get a greater
understanding on the entire effort to implement, the resources required, key learning
points and both are interested in ROI.
Studies are typically in 3, 4, or 6-month durations and measure contact center
and customer impacts to the solution implemented. As part of the study Metrics will
conducts an on-site review of your current environment and performance metrics to obtain
a baseline measurement prior to solution implementation. Metrics also implements a
Voice of the Customer measurement program to measure impacts experienced by customers.
All of the information collected will be used to measure the impacts of the solution
in a holistic manner and present the realized ROI.
Inquiries
If you would like more information on conducting a Validation Study, please contact Jim Rembach, at 336-288-8226.
