Call centre workforce optimisation software is the hot prospect for the coming year according to research firm Datamonitor with the sector promising growth rates five times as strong as the CRM market.
According to the report, 'Workforce Optimization Technology Markets to 2007', the global market for CRM declined one per cent in 2001 with growth expectations for 2002 of only three per cent. In contrast investment in workforce optimisation applications is set to grow by 15 per cent with companies spending more than $6 billion on this technology over the next five years.
The increase is being driven by a desire to focus spending less on technological efficiencies and more on to improving human response rates. Some two thirds of call centre costs are attributable to the customer service agent.