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Industry Research : Noble Systems’ North American Contact Center Survey Results Revealed
Atlanta, GA., February 23, 2012 -- Noble Systems Corporation, a global provider of 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.
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.
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Published: Wednesday, February 22, 2012