New demands on bank contact centers heighten the importance of workforce management software.

• Position: Marketing News - Brief Article

Workforce management solutions are now an indispensable tool for retail banks operating multichannel contact centers, according to TowerGroup, the consulting company. The company has written a research report on the topic entitled, "Failing to Plan is Planning to Fail: Contact Center Workforce Management."

The report notes that in the late 1990s, new Web-enabled methods for customers to contact retail banks wreaked havoc on traditional call centers. Today's retail break contact center must be...