Making WFM Work: Best Practices and ROI Model
By Donna Fluss
Workforce management solutions forecast contact center transaction (call, email and SMS) volumes and identify the best work schedules to ensure that the right number of agents can be hired to address incoming and/or outgoing traffic at a pre-determined service level. When used properly, WFM solutions are the most important productivity tools in contact centers. They are essential for any contact center with more than 100 agents, and in smaller centers with complex multi-site/multi-channel/multi-skill environments.
The adoption rate of WFM is still surprisingly low, once you look beyond contact centers with more than 500 agents. Many contact centers of all sizes are still not using packaged WFM solutions for three primary reasons:
1. WFM solutions have traditionally been very costly
2. WFM solutions have traditionally been difficult and almost painful to use
3. WFM solutions are not accurate enough to make them worth the cost and effort
Over the last three years, there has been tremendous innovation in contact center WFM solutions. New vendors and offerings have come on the scene, giving end users many good choices and new capabilities. The new-generation WFM solutions are also much easier to use. If you have not explored WFM solutions in the past three years, this is a good time to consider an investment in a solution that can reduce agent-related expenses, improve agent satisfaction and enhance the customer experience.
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