Workforce Management

Definition

Workforce management software is used by call centers and other functional groups within the enterprise to calculate staffing levels required to achieve specified service levels and to forecast future staffing requirements. These systems use historical data, statistical modeling, and simulation to project agent requirements at specified times and days and provide reports that track performance against goals. The software is designed to produce the best fit between service level requirements, labor cost, and agent preferences.

Purposes
  1. Reduce agent labor costs by more accurately aligning agent staffing with call traffic.
  2. Help assure that service levels are maintained within accepted parameters at all times.
  3. Help improve agent retention by providing schedules that equitably balance labor costs, service requirements, and agent preferences.
  4. Provide a mechanism for advance testing of the likely impacts of proposed schedule and staffing changes on costs and service level.
Market size and Growth

Global sales at vendor level were $280 million in 2010. Demand is projected to grow at about 10% a year through 2016.

Industry Leaders

Contact center workforce management system market is also highly concentrated. The three leaders in order are Aspect, NICE-IEX, and Verint Systems. Each has between 20% and 30% market share and collectively accounted for 78% of global sales in 2010.

Key Vendor Trends
  • Growing international focus
  • Adoption of on-demand delivery model
  • Targeting the small contact center opportunity
  • Multi channel scheduling and forecasting
  • Expansion into back-office opportunities