How Workforce Optimization Can Revitalize Beleaguered Contact Centers

摘要

Labor costs are on the rise in the United States and abroad. As recently reported by Reuters, the Employment Cost Index, the broadest measure of labor costs for the United States, edged up 0.7 percent in the first quarter of 2015, following steady nudges upward in the third and fourth quarters of 2014. Not only do these projections suggest a continued across-the-board rise, but also adding fuel to the fire, Congressional debates are drawing the country closer to a rise in the minimum wage. Such increased costs obviously present a challenge for business owners. However, they may also represent an opportunity for technology dealers and providers that can deliver solutions to help their customers address these escalating costs by optimizing their human resources management tools.