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Industry Stats
2010 Will be a Good Year for the Contact Center Workforce Optimization (WFO) Market
DMG Consulting LLC, a provider of contact center and real-time analytics market research and consulting services, released its 2009-2010 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report. Data from the report shows 2009 proved to be a good year for the contact center workforce optimization (WFO) market. The recession gave many vendors the opportunity to significantly enhance their products, ensuring they would be well-positioned in 2010 and 2011 to meet the needs of highly particular prospects as they begin making technology investments again.

Although contact center WFO revenue dropped by 5.9 percent, from $507.7 million in the first half of 2008 to $477.7 million in the first half of 2009, the contact center WFO market is still ahead of the $447.7 million earned in the first six months of 2007. DMG expects 2010 to start slowly, but a strong fourth quarter will propel 2011 into a recovery year. DMG expects the market to grow by 3 percent in 2010 and 5.5 percent in 2011.

Customers Fastidious About Call Center Service
Teleperformance, a provider of outsourced CRM and contact center services, released the results of customer care survey that shows the quality of experience with a company’s customer contact center determines consumer sentiment and brand loyalty. According to the survey, a single negative experience with a customer call center would likely cause 68% of the respondents to take their business elsewhere. Over 1000 U.S. adult consumers completed the survey. The survey results also revealed consumers expect excellent service in return for brand loyalty:

  • 87% of people felt they had a right to a better contact center experience if they regularly spend money with a company or stay loyal to a brand
  • 51% of people said the main reason for their dissatisfaction with a company is poor customer service or a bad contact center experience
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