DMG Consulting has published the “2008 Contact Center Workforce Management Market Report,” a comprehensive and timely guide to the essential and evolving contact center workforce management market, products and vendors.
According to the report, the contact center workforce management (WFM) market grew at a rapid rate of 15 percent in 2007. DMG attributes the growth to technical and functional innovations, as well as increased investments in sales and marketing initiatives that drove WFM upgrades and replacements in complex multi-site, multi-channel contact centers. There was also an increased interest in the under-penetrated and under-served mid-sized contact center segment. The research firm predicts that 2008 will be the best year in the history of the WFM market, with an expected 20 percent growth rate.
Donna Fluss, founder and president of DMG Consulting said in a statement
that workforce management is one of the most important productivity tools in the contact center. She emphasized that in contact centers, it is very important to provide a better customer experience, improve productivity and control costs.
Fluss noted that the new generation of WFM solutions can help contact centers address these goals effectively. DMG believes that vendors need to continue to invest significantly in sales and marketing to increase awareness of WFM's benefits. She added that ongoing and strong R&D will also help the market continue to grow, as it will speed up the pace of innovation, product enhancements and the product replacement cycle.
The latest report from DMG Consulting provides an in-depth analysis of all aspects of the WFM market, including industry trends and directions, decision criteria for workforce management solutions, benefits, best practices, ROI, market shares and market penetration rates.
Additionally, the “2008 Contact Center Workforce Management Market Report,” also features a buyer's guide critiquing the competitive landscape, a vendor satisfaction survey, analysis of service delivery models, pricing, product functionality and technology, and comprehensive company reports.
Anuradha Shukla is a contributing editor for TMCnet, covering call centers, CRM and information technology. To see more of her articles, please visit her columnist page.
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