Call Center Workforce Management Practices and Strategies Survey Launched Today by the International Customer Management Institute

By Ubm Liveinternational Customer Management Institute icmi, PRNE
Wednesday, March 17, 2010

Survey examines call center industry's best practices and greatest forecasting, scheduling and staffing strategy challenges, as well as workforce management technology selection, implementation and utilization.

COLORADO SPRINGS, Colorado, March 18, 2010 - The International Customer Management Institute (ICMI), now in its 25th
year, today launched its 2010 Call Center Workforce Management Practices
( survey in an email solicitation to
call centers and vendors around the world, and online at

The survey will provide the most comprehensive analysis of call center
best practices; explore the greatest challenges in forecasting and
scheduling; evaluate how workforce management (WFM) technology is being
embraced; and examine various staffing strategies (e.g., home agents,
outsourcing and staff-sharing) and their impact on the center's ability to
manage a dynamic workload.

ICMI (, which offers WFM training, conferences and
consulting, conducted a similar survey in 2007.

ICMI's most recent Contact Center Operations Report, which polled over
430 contact center professionals worldwide representing a range of industries
and professions, indicated that 25 percent of centers planned to invest in
workforce management system technologies/ enhancements. However, more than
half of all respondents reported that they did not use an automated tool.

"Our survey will reveal the types of investments contact centers have
made and how they're paying off," said Layne Holley, ICMI's Director of
Community Services. "We'll also learn how organizations are approaching
workforce management from a strategic as well as a tactical perspective. Are
they considering or embracing such alternative workforce or sourcing
strategies as home agents, outsourcing and staff sharing? How are they
managing the multichannel environment? And what's their level of adoption and
use of more sophisticated WFM tools?"

Respondents completing the survey between today and March 25, 2010 will
be entered into a drawing to win free registration for ICMI's four-day
Workforce Management Boot Camp ( a US$2,895
value). The winner will be announced in ICMI's e-newsletter Call Center
Insider ( on April 15. All respondents who
complete The survey by April 9 will also be entered into a drawing to win a
free all-access pass to ACCE 2010 ( a US$2,495
value). The winner will be announced in ICMI's e-newsletter Call Center
on April 29. And all respondents who complete the survey receive a
copy of the Survey data. This is an anonymous survey; individual responses
will remain confidential and will not be shared or stored.

In June 2010, a free whitepaper on the survey results will be posted on, and the complete research report, with cross-tab
analysis and expert commentary, will be available for purchase.

On June 15, 2010, the survey findings will be shared with call center
directors and executives at ICMI's Executive Roundtable
(, part of the ACCE 2010
Conference and Expo ( in New Orleans.

Additionally, results and commentary will be presented around the world
via a live webinar and podcast, (look for these at and

Funding for the survey is provided by WFM software and services provider
Pipkins, Inc. ( (The underwriter, Pipkins, does not
have access to individual survey responses, nor will they be shared with the

About ICMI

The International Customer Management Institute (ICMI), celebrating its
25th anniversary in 2010, is the leading global provider of comprehensive
resources for customer management professionals - from frontline agents to
executives - who wish to improve contact center operations, empower contact
center employees, and enhance customer loyalty. ICMI's experienced and
dedicated team of industry insiders, analysts, and consultants are committed
to providing uncompromised objectivity and results-oriented vision through
the organization's respected lineup of professional services including:
Training and Certification, Consulting, Events, and Informational Resources.
Founded in 1985, ICMI continues to serve as one of the most established and
respected organizations in the call center industry.

ICMI is a part of UBM Live which provides leading integrated media
solutions and professional services across 20 different markets. Operating
across the globe, its events, training, publications, award programs, and
websites offer professionals in Interiors, Security, Venues, Customer
Management, Safety & Health and Facilities the ultimate experience in
learning, networking, and business development.

For more information, visit

About Pipkins, Inc.

Pipkins Inc., founded in 1983, is the leading supplier of workforce
management software and services to the call center industry. Vantage Point,
Pipkins' premier product, is the most accurate forecasting and scheduling
tool on the market and enables managers to solve the complicated operational
issues in today's multi-faceted call center environment. Pipkins' systems
forecast and schedule more than 300,000 agents in over 500 locations across
all industries worldwide. The company is headquartered in St. Louis,

For more information, visit

Marta Baker, ICMI, International Customer Management Institute, +1-719-785-5364, mbaker at

April 9, 2010: 4:37 am

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