Tag Archives: contact center

U.S. Contact Centers Predict Return To Growth in 2010

New research published by ContactBabel, the contact center industry analysts, reveals that there has been a significant drop in employment within the US contact center industry, which employs around 3.6% of the nation’s working population. In 2009, headcount declined by 3.9%, equating to a net loss of just over 200,000 jobs.

“The US Contact Center Decision-Makers’ [...]

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The Case for Workforce Management

It’s hard to imagine that after all these years, we still need to make the case for workforce management (WFM) [as] one of the most effective tools available for call centers to make resource allocation decisions. And yet, a lot of people still don’t use it, or use it to its full potential.

About six months [...]

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call center