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DMG Consulting LLC is the leading provider of market research and analysis for contact centers, including real-time analytics, quality management (QM)/ liability recording (WFO), performance management, speech analytics, surveying, coaching and eLearning. We dedicate over 6,000 hours annually to original market research analyzing the vendors, offerings and best practices in these dynamic markets.
The 2008 Contact Center Workforce Management Market Report is DMG’s inaugural coverage of this important, growing and evolving market. This Report provides the most up-to-date, accurate, comprehensive, and objective analysis of the workforce management (WFM) market – its products, vendors, new applications and innovations, customer satisfaction ratings, benefits, and implementation best practices to achieve an ROI in 6-12 months.
Workforce management (WFM) solutions are among the most important productivity tools in the contact center. The 2008 Contact Center Workforce Management Market Report is the authoritative guide to this essential and growing contact center segment. This Report reveals how WFM applications improve contact center performance, enhance the customer experience, promote customer retention, and reduce operating costs and agent attrition.
Scope of the Report
The 2008 Contact Center Workforce Management Market Report provides an in-depth analysis of contact center workforce management best practices, implementation challenges, vendors, solutions, product functionality, technology and pricing. It addresses all aspects of the WFM market, including industry trends and directions, decision criteria for workforce management solutions, application benefits and ROI, market share by vendor, and industry penetration rates. The Report also features a buyer’s guide critiquing the competitive landscape, a vendor satisfaction study, analysis of service delivery models, detailed side-by-side comparisons of product functionality and technology, and comprehensive company reports. The Report also presents an overview of core and optional WFM modules and how each benefits enterprises in the short and long term.
This Report is indispensable for:
- Contact center managers evaluating the market tor products or vendors or for those considering an upgrade or replacement for an existing WFM solution; learn which modules are critical and which vendor improvements will have the most impact on your contact center’s performance
- Vendors looking to understand the market and improve the performance of their WFM solutions
- Investors and financial analysts who are evaluating the market
The 2008 Contact Center Workforce Management Market Report will pay for itself almost by helping you avoid common selection and implementation pitfalls. It will empower you to choose the right application and negotiate the best deal for your enterprise.
Custom Consulting
You can benefit from our over 20 years of hands-on experience in workforce management. We will help you make the optimal technology investment for your company. Our custom consulting services will help you define your functional requirements, select the right vendor, identify the best uses and quantify the benefits of a WFM application. We can help you negotiate a deal and achieve a successful implementation with a rapid ROI. We can also assist you in preparing your contact center to realize the greatest benefits from WFM.
Learn More
Find out more about DMG Consulting’s 2008 Contact Center Workforce Management Market Report. Discover how our complementary consulting services can help you reduce operating expenses and increase revenue while improving the customer experience. Contact Deborah Navarra at 516.628.1098 or deborah.navarra@dmgconsult.com.
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