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Research Shows Workforce Management Gaining Ground

February 19, 2008

Workforce management software is considered by some to be one of the key software applications in the contact center that can help promote efficiency and productivity. The challenge in the market has proven to be complete acceptance throughout the contact center.

While many managers understand the benefits of the technology, not all have adopted the practice of using the software to its full potential. New research has found that this is quickly changing and that the near future will prove to be the best yet for workforce management applications.

To examine this element of the contact center industry, DMG Consulting LLC, a provider of contact center and real-time analytics research, has published the 2008 Contact Center Workforce Management Market Report.

As a result of this research, DMG Consulting found that the contact center workforce management (WFM) market grew at a rapid rate of 15 percent in 2007. Much of this growth was driven by technical and functional improvements, in addition to increased investments in sales and marketing initiatives that drove WFM upgrade and replacements in complex, multi-site, multi-channel contact centers.

The contact center market has also seen increased interest in the under-penetrated and under-served mid-sized contact center segment. According to DMG Consulting forecasts, 2008 will be the best year in the history of the WFM market, with an expected 20 percent growth rate.

“Workforce management is one of the most important productivity tools in the contact center,” said Donna Fluss, founder and president of DMG Consulting, in a company statement. “The requirement to provide a better customer experience while improving productivity and controlling costs is paramount in contact centers. The new generation of WFM solutions can help contact centers address these goals effectively, and we believe that vendors need to continue to invest significantly in sales and marketing to increase awareness of WFM’s benefits.”

“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,” Fluss added.  

To gain a complete understanding of the WFM market and its impact in the contact center, DMG Consulting’s 2008 Contact Center Workforce Management Market Report provides analysis of all aspects of the WFM market, including industry trends and directions, decision criteria for WFM solutions, benefits, best practices, ROI, market shares and market penetration rates.

This report shows strong evidence that WFM solutions are gaining ground in the contact center industry as more organizations are recognizing the benefits, while also learning how to implement solutions throughout the enterprise. By doing so, these contact centers can maximize the benefits of the solution, while improving overall performance.


Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for To see more of her articles, please visit Susan J. Campbell’s columnist page.

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