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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 2009 Contact Center Workforce Management Market Report is DMG’s second annual coverage of this important, growing and recession 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.
Workforce management (WFM) solutions are among the most important productivity tools in the contact center. The 2008 Contact Center Workforce Management Market Report reveals how WFM applications improve contact center performance, enhance the customer experience, promote customer retention, and reduce operating costs and agent attrition. SMG shows how WFM, managed tightly, can help contact centers cut expenses by 10-20% while preserving service levels and customer experience.
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 includes sections on management and agent best practices for using and benefiting from WFM, as well as a section explaining the importance of long-term strategic planning and how it enables contact centers to plan for the future and meet longer-term goals.
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 2009 Contact Center Workforce Management Market Report will pay for itself 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 realize how to squeeze 10-20% of operating costs from your contact center without jeopardizing service levels or the quality of customer experience. DMG can help you survive and thrive during this recession.
Learn More
Find out more about DMG Consulting’s 2009 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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