Proponents of workforce management software argue that the key to top customer service is simple: effective, efficient staffing. And technology improvements in recent years has produced a new generation of these applications that can help call centers assign staff according to their specific skills and work schedules.

Financial companies that have adopted call center workforce software report shorter telephone hold times for customers, fewer abandoned calls, and, perhaps most important in a tight labor market, reduced employee turnover.

Subscribe Now

Access to authoritative analysis and perspective and our data-driven report series.

14-Day Free Trial

No credit card required. Complete access to articles, breaking news and industry data.