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2014: A Record Year for Contact Centers

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Did your contact center add more agents last year? If it did, it was not alone. 

According to Jobs4America, as many as 50,000 new positions were created in the contact center industry in 2014, about 15,000 of those in the fourth quarter alone. 

Some of this job growth can be attributed to a rebounding economy, and some is no doubt related to the number of companies that are moving contact center functionality back to the United States after years of outsourcing. 

What does it mean? Prepare for a busy year. And be aware that while you’ll be speaking to more customers going forward, none of them will be that interested in how much busier you are – they just want good service. 

Workforce management Software (WFM) is the key to delivering that service, and not just in the customer-facing operations of the front office. In the back office, WFM can streamline a variety of tasks, including simulations to improve forecasts for staffing and call volume, and scheduling improvements created by optimization of agent availability and service levels. 

Does your WFM solution have the multi-channel efficiencies necessary to provide the same functionality to your back office as to the front office? If not, perhaps it is time to investigate a system that will allow you to take a more proactive approach in managing back office activities – no matter how busy you get in 2015 and beyond. 

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