Calabrio

FEBRUARY 25, 2025

In a 2024 G2 report based on input from real users, NICE WFMs Ease of Setup score was the lowest among leading contact center workforce software providers. Ultimately, this can lead to headaches when trying to integrate the necessary tools that go beyond basic WFM functionality. And the reports are not flexible.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Calabrio

FEBRUARY 7, 2025

In the 2024 G2 Grid Report for Contact Center Workforce products , Verint users ranked the platforms quality of support among the lowest of any market leaders. Below, well cover these prominent Verint competitors: Calabrio ONE Aspect Workforce (Formerly Alvaria) NICE Talkdesk Genesys 1.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

Calabrio

MARCH 5, 2025

As you measure, and attempt to optimize, your contact centers first call resolution rate, its crucial to keep benchmarks and industry standards in mind. However, research conducted by Freshworks in 2024 indicates that an FCR of about 70% represents a metric in the top 20%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

DMG Consulting

APRIL 15, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

MARCH 11, 2021

Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report. DMG expects the WFM market to grow by 10% in 2021, 11% in 2022 and 2023, and 12% in 2024 and 2025.

Consulting 59

Consulting Consulting Marketing Management 59

Calabrio

MARCH 7, 2025

An example of MTA in practice will be comparing the number of contacts acquired in 2025 with 2024 and getting an 8% increase. The result, which is the trend, averages out the contacts and special events, such as seasonality over the year. MTA allows teams to focus on intraday and longer-term data in generating forecasts.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52