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Research Firm States More Organizations Including Call Centers are Implementing Workforce Management Solutions

November 08, 2011

Today, Nucleus Research, a provider of investigative, case-based technology research and advisory services released the updated Technology Value Matrix for Workforce Management (WFM), revealing that organizations such as call centers are increasingly veering towards utilizing WFM applications to cut labor costs.

The WFM Value Matrix for the second half of 2011 closely analyzed on-premise and software-as-a-service (SaaS (News - Alert)) vendors, focusing on three main areas including workforce scheduling, time and attendance, and leave management, according to a press release.

One of the most popular trends highlighted in the report included the fact that more organizations are implementing WFM tools into business operations to gain more control over labor costs. In addition, these companies want to leverage the cloud as a delivery model with the goal of no longer being required to manage their WFM applications on their own, allowing them to focus their attention on other crucial business related tasks.

"While some vendors have moved significantly on the Technology Value Matrix for Workforce Management, we are seeing steady and promising improvements in both usability and functionality across the board. This is maximizing the overall value of these applications with a climbing ROI, indicating more efficient solutions that give more time back to IT to refocus on other areas," said David O'Connell, principal analyst, Nucleus Research in a statement.

Workforce management capabilities in organizations, especially in call centers, bring many advantages, such as raising employee or agent efficiency and effectiveness, lowering operating costs, building schedules, automating administrative tasks, and monitoring whether service level and productivity goals are being met.

For more information on key call center workforce management solutions, please visit

Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves

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