“Multichannel Workforce Management” (UK Contact Centre Decision-Makers’ Guide 2014)

This ContactBabel report looks at the performance, operations, technology and HR aspects of UK contact centre operations, based on a a survey of 215 contact centre managers and directors. The "Multichannel Workforce Management" section, sponsored by Intradiem, examines how workforce management solutions are adapting to environments which have become increasingly complex while maintaining cost efficiency. According to the report, more than seven in 10 respondents believe that a reduction in the effort needed to schedule would be of significant benefit to them.

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