Enterprises look to improve call centre efficiencies

Enterprises will increasingly resort to workforce optimisation tools to boost employee productivity, predicts Datamonitor. The research group expects the market to boom from US$500 million in 2001 to US$1.5 billion by 2007.

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By  Zoe Moleshead Published  September 30, 2002

Enterprises will increasingly resort to workforce optimisation tools to boost employee productivity, predicts Datamonitor. The research group expects the market to boom from US$500 million in 2001 to US$1.5 billion by 2007.

Enterprises seeking to boost customer services, particularly within call centres, will increasingly deploy workforce management, quality monitoring and e-learning applications.

“Companies are adopting workforce optimisation solutions to nurture and retain quality agents and, thereby, boost customer satisfaction levels,” says a report by Datamonitor.

“The solutions can also improve the bottom line because greater agent efficiency and retention result, respectively, in reduced operational expenses and agent training/hiring costs,” continues the report.

With predicted annual growth rates of 18%, vendors within the workforce optimisation market are increasingly working together to produce integrated solutions for customers. Quality management vendors, Witness, Envision and NICE have teamed up with e-learning vendor Knowledge to offer an integrated solution for call centre manager, reports Datamonitor.

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