Industry Research : Workforce Management Survey Results - Summer 2003
Ratio Of Agents To Workforce Planners
Workforce Management System
The biggest percentage of respondents have had their current workforce management system for over five years. Twenty-nine percent have had their system for two to three years, while 18% have had their system less than one year.
Level Of Satisfaction
Most Valuable Capability
Use Of Different Workforce Management System
Of those who have used a different product, the biggest percentage (22%) said they changed systems because they needed additional features not available from their current vendor. Fourteen percent said they needed a system that would allow them to network multiple sites, and 12% cited upgrade issues as the reason they changed systems.
When asked how the new system works compared to the replaced system, 74% said the new system was better. However, a significant percentage (20%) said they felt that they traded one set of problems for another.
Switching To Different Workforce Management System
Primary Decision Maker
Respondents Without Workforce Management Software
When asked why they had not purchased workforce management software, the biggest majority had specific reasons not given in the survey, which included budgetary restrictions and bureaucratic red tape. Some noted that they were just beginning the process of looking at software. Of the remainder, 20% felt they had too few agents to justify the cost, while 16% felt the software was too expensive and another 16% said they did not have enough schedule variation to justify the software.
Almost half (44%) of those who do not have workforce management software said they plan to purchase it in the next 12 months. Thirty-one percent said they don't know, while only 25% said they do not.
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Published: Friday, December 12, 2003
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