Workforce Management Practices Study Set To Overcome 41% Dissatisfaction Rate


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Customer Relationship Metrics, SWPP, Verint, InVision, and Calabrio work to improve WFM industry.

Sterling, Virginia, 01/17/2008: Customer Relationship Metrics, L.C., a leader in contact center industry research, announced today that it is set to launch the 2nd Workforce Management Practices Study endorsed by the Society of Workforce Planning Professionals (SWPP). The Sponsors committed to improving the industry include Verint, InVision Software, and Calabrio. The research will be lead by famed consumer scientist Dr. Jodie Monger– President, Customer Relationship Metrics. Data collection is set to begin on January 21, 2008.

Study participants will answer questions addressing numerous topics including, Performance Metrics, WFM resources utilized and investments, processes, tools utilized, and satisfaction with all.

Key Findings from the previous study include:

  • While the penetration of licensed workforce management software to support the scheduling function is quite high (88%), 52% do not use licensed workforce management software to support performance reporting and 25% do not use licensed workforce management software to support forecasting.
  • • Respondents place a much greater emphasis on accessibility metrics (service level, average speed of answer, % calls abandoned) than on efficiency (agent occupancy, agent utilization) and workforce management effectiveness (agent adherence, forecast accuracy, schedule accuracy) metrics. Using the performance metrics provided the research team was not able to create an effective balanced scorecard for 34% of the respondents.
  • 62% of respondents post new schedules at least every month, (39% weekly, 7% daily), the remaining 38% post new schedules as needed.
  • A significant opportunity for improvement in both the workforce management process (37% not satisfied) and with workforce management software (41% not satisfied) exists.

About Customer Relationship Metrics, L.C.
Customer Relationship Metrics, L.C., headquartered in Sterling, Virginia, is a research consulting firm that specializes in conducting research for the contact center industry. Customer Relationship Metrics was founded in 1993 and is a certified woman-owned business. Its President, Dr. Jodie Monger, was the inventor of real-time surveying for contact centers and is the founding Associate Director of Purdue University’s Center for Customer-Driven Quality. For more study details call Jim Rembach @ 336-288-8226.

About SWPP
The Society of Workforce Planning Professionals (SWPP) is an organization devoted to facilitating education and networking opportunities among workforce planners across all industries. For membership details go to

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