Noble Systems’ North American Contact Center Survey Reveals Continued Reliance on Outdated Workforce Management Tools

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More than 60 percent of respondents employ simple spreadsheets or other manual methods to schedule and track the most expensive and important asset inside a contact center

Noble Systems

Noble Systems

The benefit of engaging the right number of skilled people and supporting resources in the right place at the right time cannot be overestimated.

Noble Systems Corporation, a global leader in unified contact center technology solutions, today announced the results of its latest survey of more than 400 North American contact center operations, revealing that almost two-thirds of respondents have yet to adopt a Workforce Management (WFM) software solution to schedule, monitor and report on agent activity.

“The benefit of engaging the right number of skilled people and supporting resources in the right place at the right time cannot be overestimated,” said James K. Noble, President and CEO of Noble Systems. “Our ShiftTrack™ WFM solution drives efficiency and competitiveness in a global contact center marketplace that demands smart resource allocation.”

According to industry analysts, labor can account for 70 percent or more of an average contact center’s operating budget. Moreover, agent volume flexibility, skill set designation and real-time reporting are critical components of top-tier customer service. Yet the survey results indicate that the adoption of modern WFM technology may be slower than some industry watchers had assumed. As the transition to integrated software solutions continues, Noble Systems offers a helpful white paper for technology decision-makers entitled “The New Rules of Workforce Management”.

Conducted in the fourth quarter of 2011, the survey sought direct input from contact center managers about their businesses. The survey received responses from more than 400 companies from locations across North America that service a variety of sectors including including telecommunications, retail, collections, travel, health care and more.

About Noble Systems
Noble Systems Corporation is a global leader in unified contact center technology solutions, providing innovative products since 1989. Every day, millions of customer contacts are made by agents at 4,000+ client installations worldwide using the award-winning Noble platforms for inbound, outbound and blended communications. The scalable, integrated Noble solutions include advanced ACD and predictive dialing; unified contact processing; and integrated IVR, recording, messaging, quality/monitoring systems, scripting, and real-time reporting and management tools. Based in Atlanta, GA, Noble Systems was the first vendor to offer an open, scalable, fully-distributed platform. For more information, contact Lee Allum at 1.888.8NOBLE8 or visit http://www.noblesystems.com.

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Tina Tomberlin

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