Gartner HCM Research — June 2006

Jim Holincheck — Thu, 29 Jun 2006 20:42:38 +0000

Below is some of the more recent HCM-related research from Gartner.

How to Lead and Manage the IT-Literate Workforce

Author: Flint, David

People with IT-related skills are now spread across the enterprise, but conventional organizational hierarchies can’t manage these dispersed resources effectively. To ensure that these people receive the advice and development they need, organize them into a set of internal “professions.”

Contact Center Workforce Optimization: A Framework for Success

Author: Davies, Jim

Contact center performance is affected by its employees, technologies and processes. Gartner has developed a framework that encapsulates an emerging software market focused on delivering effective and efficient contact center environments.

Evaluating the Use of One Provider for Global Payroll Outsourcing

Author: Holincheck, James; Tornbohm, Cathy

In small markets, most global organizations outsource payroll to local service providers. However, new models have emerged that enable organizations to outsource payroll to a single vendor. Early adopters must understand the pros and cons of these models to choose the most appropriate provider.

E-Learning Suites Are More Than Just ‘One-Stop Shopping’ Solutions

Author: Arevolo De Azevedo Filho, Waldir; Lundy, James

The rapid evolution of e-learning suites, coupled with the integration of learning management systems, learning content management systems and collaboration functionality, has generated significant interest from enterprises, presenting opportunities and challenges.

Gartner Call Center Workforce Management Research

Jim Holincheck — Thu, 27 Oct 2005 14:11:57 +0000

Exploring the Influential Role of the Contact Center Agent

The role of a traditional customer service agent is changing. Technological advances and evolving business strategies are transforming the way customer service organizations leverage their most vital assets: their agents.

The Six Building Blocks of Contact Center Workforce Optimization

Suites of workforce optimization software for contact centers will emerge in 2005. They will integrate six applications based on different technologies. We tell you what to expect and how to prepare.

Buyers of Contact Center Performance Management Tools Face Maze of Choices

Using dedicated tools to gauge the performance of contact centers can bring huge rewards, but with so many vendors it’s hard to know which to pick. To help you choose, we describe these tools and categorize key vendors.

A New Market Emerges for Workforce Optimization Tools

Contact centers are starting to adopt more integrated tools for workforce optimization. This will enable them to run more effectively. However, the market is currently fragmented and immature.

MarketScope: Workforce Management Software for the Contact Center

Several good options are available for contact-center workforce management software. Ninety-five percent of customers Gartner surveyed reported measurable benefits. This report examines the state of this market.

Jim Holincheck » Call Center Workforce Management

Gartner HCM Research — June 2006

Gartner Call Center Workforce Management Research