Between 2014 and 2024, the number of employees working in the contact center industry in the United States increased overall, despite some fluctuations. In 2024, there were roughly **** million people working in contact centers, a decrease when compared to the previous year.

This statistics displays the share of contact centers in the United Kingdom (UK) using workforce management systems in 2017, by size* of center. Large centers are more likely to use workforce management systems than medium and small centers, while small centers are less likely to use (or plan to use) such systems.

Workforce Management in Contact Centers Market Outlook

As per our latest research, the global Workforce Management in Contact Centers market size reached USD 4.18 billion in 2024. The sector is experiencing robust expansion, with a calculated compound annual growth rate (CAGR) of 10.2% from 2025 to 2033. By the end of the forecast period, the market is anticipated to attain a value of USD 10.10 billion. This growth is primarily driven by the increasing need for operational efficiency, rising adoption of automation and artificial intelligence in contact centers, and the growing demand for cloud-based workforce management solutions. The market's positive trajectory is underscored by organizationsÂ’ growing focus on delivering superior customer experiences while managing costs and optimizing workforce productivity.

One of the primary growth factors propelling the Workforce Management in Contact Centers market is the escalating demand for real-time workforce optimization. With customer expectations at an all-time high, contact centers are under immense pressure to deliver prompt, accurate, and personalized services. Workforce management solutions are being adopted to streamline scheduling, forecasting, and performance monitoring, ensuring that the right number of agents with the right skill sets are available at all times. This not only improves service levels but also reduces operational costs by minimizing overstaffing and understaffing. The integration of advanced analytics and AI-driven forecasting tools further enhances accuracy, enabling contact centers to adapt quickly to fluctuating call volumes and changing customer behaviors.

Another significant driver is the shift towards cloud-based workforce management solutions. Organizations are increasingly migrating from legacy on-premises systems to cloud platforms due to the latter's scalability, flexibility, and cost-effectiveness. Cloud deployment enables contact centers to easily scale their operations, accommodate remote or hybrid workforces, and integrate with other digital tools such as CRM and omnichannel communication platforms. Furthermore, cloud-based solutions facilitate real-time data sharing and collaboration, which is critical in todayÂ’s fast-paced customer service environments. This trend is particularly pronounced among small and medium enterprises (SMEs) that seek to leverage sophisticated workforce management capabilities without incurring substantial upfront infrastructure costs.

Additionally, the integration of workforce management solutions with emerging technologies such as artificial intelligence (AI), machine learning (ML), and robotic process automation (RPA) is transforming the landscape of contact center operations. These technologies are enabling predictive analytics, automated scheduling, and intelligent performance management, which significantly enhance agent productivity and customer satisfaction. The ability to analyze vast amounts of data in real time allows contact centers to identify trends, predict customer needs, and allocate resources more efficiently. As organizations increasingly prioritize data-driven decision-making, the adoption of AI-powered workforce management tools is expected to accelerate, further fueling market growth.

In the realm of contact centers, the introduction of Data Center Workforce Management Software is becoming increasingly pivotal. This software facilitates the seamless management of vast amounts of data generated by contact centers, ensuring that workforce management processes are not only efficient but also data-driven. By leveraging this software, organizations can optimize their data storage and processing capabilities, which is crucial for real-time decision-making and operational efficiency. The integration of such software solutions allows contact centers to handle data more effectively, leading to improved forecasting, scheduling, and overall workforce productivity. As the demand for data-driven insights continues to grow, the role of data center workforce management software in enhancing contact center operations cannot be overstated.

From a regional perspective, North America holds a dominant position in the global Workforce Management in Contact Centers market, accounting for the largest share in 2024. This leadership is attributed to the high

Graph and download economic data for All Employees: Professional and Business Services: Telephone Call Centers in Idaho (SMU16000006056142001) from Jan 1991 to Dec 2021 about support activities, phone, telecom, ID, services, employment, and USA.

Discover the booming Customer Engagement Centre Workforce Optimization market! Learn about its $8B valuation, 12% CAGR, key drivers, trends, and leading vendors like Verint, Calabrio, and Genesys. Explore regional market share data and future growth projections in this comprehensive analysis.

In 2024, the ************* was the country with the highest number of call centers that were opened or expanded in that year. The majority of countries or regions featured in this survey including the United States decreased the number of call centers that were newly opened or expanded since 2020. As the United States opened less call centers in 2024, the number of contact center employees accordingly decreased between 2020 and 2024.

In 2023, the ******** of contact center workers in the United States stated they agreed artificial intelligence (AI) had ******** customer service when it came to customer information tasks during their workday. ** percent agreed that AI had made their work easier.

Data Center Workforce Management Software Market Outlook

According to our latest research, the global Data Center Workforce Management Software market size reached USD 2.18 billion in 2024, expanding at a robust CAGR of 13.2% from 2025 to 2033. The market is projected to achieve a value of USD 6.25 billion by 2033, driven by the increasing complexity of data center operations and the escalating demand for automation in workforce management. This growth trajectory is underpinned by the surge in digital transformation initiatives, the proliferation of cloud computing, and the ongoing expansion of hyperscale and colocation data centers worldwide.

One of the principal growth factors for the Data Center Workforce Management Software market is the exponential rise in data volumes and the corresponding need for highly efficient, reliable, and scalable data center operations. As organizations transition toward digital-first business models, the demand for real-time monitoring, optimized scheduling, and enhanced resource allocation within data centers has intensified. Workforce management software enables data center operators to streamline labor-intensive tasks, reduce operational costs, and ensure compliance with regulatory requirements. Furthermore, the integration of artificial intelligence and machine learning in workforce management solutions is enhancing predictive analytics capabilities, enabling proactive decision-making and minimizing downtime in mission-critical environments.

Another significant driver fueling market growth is the increasing adoption of cloud-based deployment models across enterprises of all sizes. Cloud-based workforce management solutions offer unparalleled scalability, flexibility, and accessibility, empowering data center operators to manage distributed teams and remote operations efficiently. The shift towards hybrid and multi-cloud architectures further amplifies the need for centralized workforce management platforms that can seamlessly integrate with diverse IT ecosystems. Additionally, the rising focus on sustainability and energy efficiency is prompting data center operators to leverage workforce management software for optimizing resource utilization and minimizing environmental impact.

The market is also witnessing a surge in demand from small and medium enterprises (SMEs), which are increasingly investing in data center infrastructure to support their digital growth ambitions. SMEs are recognizing the value proposition of workforce management software in enhancing productivity, reducing manual errors, and improving workforce engagement. The proliferation of managed service providers and the growing trend of data center outsourcing are further catalyzing market expansion, as these service providers seek robust workforce management solutions to deliver high-quality, SLA-driven services to their clients. Moreover, the advent of analytics-driven workforce management is enabling data center operators to gain actionable insights into labor trends, performance metrics, and capacity planning.

From a regional perspective, North America currently dominates the Data Center Workforce Management Software market, accounting for the largest revenue share in 2024. This leadership position is attributed to the presence of major data center operators, rapid technological advancements, and a mature IT infrastructure landscape. However, Asia Pacific is emerging as the fastest-growing region, driven by the rapid expansion of data centers in countries such as China, India, and Singapore, coupled with increasing investments in digital infrastructure. Europe also presents significant growth opportunities, supported by stringent data protection regulations and the growing adoption of cloud services across various industry verticals.

Component Analysis

The Component segment of the Data Center Workforce Management Software market is bifurcated into software and services, each playing a pivotal role in shaping the overall market landscape. Software solutions

The Call Center Workforce Optimization Software market is an essential segment of the customer service industry, focusing on enhancing efficiency, productivity, and overall customer satisfaction within call centers. This software integrates various tools aimed at improving workforce management, quality assurance, pe

Call Center Workforce Management Software Market Outlook

The global call center workforce management software market size is projected to surge from USD 2.5 billion in 2023 to USD 5.3 billion by 2032, exhibiting a compound annual growth rate (CAGR) of 8.5% during the forecast period. This impressive growth can be attributed to the increasing adoption of cloud-based solutions, the need for enhanced customer service capabilities, and the rising emphasis on operational efficiency in call centers worldwide.

The primary growth factor for the call center workforce management software market is the expanding need for enhanced customer service and support. With the rise in customer expectations, businesses are increasingly investing in sophisticated software solutions to manage their workforce efficiently, ensuring optimal service levels. The software aids in scheduling, forecasting, and real-time management, significantly improving productivity and customer satisfaction. Moreover, the shift towards omnichannel communication necessitates robust workforce management tools to seamlessly integrate various customer interaction channels.

Another significant growth driver is the increasing adoption of cloud-based solutions. Cloud-based workforce management software offers numerous advantages, such as flexibility, scalability, and cost-effectiveness. It allows call centers to easily scale their operations up or down based on demand, without the need for substantial capital investment in infrastructure. Furthermore, cloud solutions enable remote access, making it easier for organizations to manage their workforce across multiple locations. This is particularly beneficial in the current scenario, where remote working has become more prevalent due to the ongoing global health crisis.

The growing focus on data analytics and artificial intelligence (AI) is also propelling market growth. Advanced workforce management software incorporates AI and machine learning algorithms to provide predictive analytics, helping call centers forecast demand and optimize staffing levels. This leads to improved efficiency and reduced operational costs. Additionally, AI-powered chatbots and virtual assistants are becoming integral components of customer service strategies, further driving the demand for sophisticated workforce management solutions.

In the realm of call center operations, the integration of a Workflow Management Software Module can significantly enhance the efficiency and effectiveness of workforce management. This module streamlines various processes by automating routine tasks and providing a centralized platform for managing workflows. By doing so, it not only reduces manual errors but also ensures that the workforce is optimally utilized. The module's ability to integrate with existing systems and provide real-time data insights allows call centers to adapt quickly to changing demands and improve service delivery. As organizations continue to seek ways to enhance their operational efficiency, the adoption of workflow management software modules is expected to rise, further driving the growth of the call center workforce management software market.

Regionally, North America is expected to dominate the call center workforce management software market, owing to the presence of numerous key players and the high adoption rate of advanced technologies. The Asia-Pacific region is anticipated to witness the highest growth rate, driven by the rapid expansion of the call center industry, especially in countries like India and the Philippines. The increasing focus on improving customer service quality and operational efficiency in these regions is further fueling the demand for workforce management software.

Component Analysis

The call center workforce management software market can be categorized into two primary components: software and services. The software segment encompasses various types of workforce management solutions, including scheduling, forecasting, and real-time adherence tools. These solutions are designed to optimize call center operations by automating routine tasks, reducing manual errors, and ensuring that the right number of agents are available at the right time. The rising demand for automated and AI-powered workforce management solutions is a key factor driving the growth of this segment.

Within the software segment, real-time adherence tools are gaining significant traction. These too

Unlock the power of data-driven customer service! Explore the booming contact center analytics market, projected to reach [estimated 2033 market size in millions] by 2033. Discover key trends, drivers, and leading companies shaping this dynamic sector. Learn how AI, cloud solutions, and omnichannel strategies are revolutionizing customer experience management.

Telephone call centers offer a convenient communication channel between businesses and their customers. Efficient management of call centers needs accurate modeling of customer waiting behavior, which contains important information about customer patience (how long a customer is willing to wait) and service quality (how long a customer needs to wait to get served). Hazard functions offer dynamic characterization of customer waiting behavior, and provide critical inputs for agent scheduling. Motivated by this application, we develop a two-way functional hazards (tF-Hazards) model to study customer waiting behavior as a function of two timescales, waiting duration and the time of day that a customer calls in. The model stems from a two-way piecewise constant hazard function, and imposes low-rank structure and smoothness on the hazard rates to enhance interpretability. We exploit an alternating direction method of multipliers algorithm to optimize a penalized likelihood function of the model. We carefully analyze the data from a U.S. Bank call center, and provide informative insights about customer patience and service quality patterns along waiting time and across different times of a day. The findings provide primitive inputs for call center agent staffing and scheduling, as well as for call center practitioners to understand the effect of system protocols on customer waiting behavior. Supplementary materials for this article are available online.

The Contact Center Workforce Software market has become a crucial component in the evolving landscape of customer service and support, enabling organizations to streamline operations, enhance productivity, and improve customer satisfaction. This software encompasses a range of solutions designed to optimize workforc

United States Employment: NF: sa: PB: Telephone Call Center data was reported at 531.500 Person th in May 2018. This records an increase from the previous number of 531.200 Person th for Apr 2018. United States Employment: NF: sa: PB: Telephone Call Center data is updated monthly, averaging 407.500 Person th from Jan 1990 (Median) to May 2018, with 341 observations. The data reached an all-time high of 540.000 Person th in Sep 2016 and a record low of 259.900 Person th in Mar 1991. United States Employment: NF: sa: PB: Telephone Call Center data remains active status in CEIC and is reported by Bureau of Labor Statistics. The data is categorized under Global Database’s USA – Table US.G026: Current Employment Statistics Survey: Employment: Non Farm: sa.

In 2023, the ******** of contact center workers in the United States agreed artificial intelligence (AI) improved customer service. Just over ** percent of respondents, however, stated that AI made work more stressful when it came to training.

United States Employment: NF: PB: Business Service Center data was reported at 79.800 Person th in Sep 2018. This records an increase from the previous number of 78.500 Person th for Aug 2018. United States Employment: NF: PB: Business Service Center data is updated monthly, averaging 82.700 Person th from Jan 1990 (Median) to Sep 2018, with 345 observations. The data reached an all-time high of 98.200 Person th in Aug 2005 and a record low of 51.500 Person th in Mar 1991. United States Employment: NF: PB: Business Service Center data remains active status in CEIC and is reported by Bureau of Labor Statistics. The data is categorized under Global Database’s USA – Table US.G024: Current Employment Statistics Survey: Employment: Non Farm.

Employment statistics on the Call Centres industry in the UK

Publication changes: Please read the section on 'Notes on changes to publications' within the PDF report as this highlights changes to data currently published and potentially future reports. This report shows monthly numbers of NHS Hospital and Community Health Service (HCHS) staff groups working in Trusts and CCGs in England (excluding primary care staff). Data is available as headcount and full-time equivalents. This data is an accurate summary of the validated data extracted from the NHS's HR and Payroll system. In addition to the regular monthly reports there are a series of quarterly reports which include statistics on staff in Trusts and CCGs and information for NHS Support Organisations and Central Bodies. The quarterly analysis is published each September (June data), December (September data), March (December data) and June (March data). Additional healthcare workforce data relating to GPs and the Independent Healthcare Provider workforce are also available via the Related Links below. This publication of April 2020 data features a supplementary file which shows trends in HCHS workforce data observed during the NHS response to the Covid-19 pandemic. We welcome feedback on the methodology and tables within this publication. Please email us with your comments and suggestions, clearly stating Monthly HCHS Workforce as the subject heading, via enquiries@nhsdigital.nhs.uk or 0300 303 5678

In 2023, the ******** of contact center workers in the United States agreed artificial intelligence (AI) made work more stressful when it came to workplace monitoring. About ** percent of respondents, however, stated that AI made employees work faster.

United States Employment: NF: sa: PW: PB: Business Service Center data was reported at 63.500 Person th in May 2018. This records an increase from the previous number of 63.100 Person th for Apr 2018. United States Employment: NF: sa: PW: PB: Business Service Center data is updated monthly, averaging 68.700 Person th from Jan 1990 (Median) to May 2018, with 341 observations. The data reached an all-time high of 82.600 Person th in Aug 2006 and a record low of 43.500 Person th in Apr 1991. United States Employment: NF: sa: PW: PB: Business Service Center data remains active status in CEIC and is reported by Bureau of Labor Statistics. The data is categorized under Global Database’s USA – Table US.G031: Current Employment Statistics Survey: Employment: Production Worker: Non FarmSeasonally Adjusted.