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Choosing a WFM Solution: What's Most Important

Posted: by: Chuck Ciarlo

Perhaps this is the year your contact center will make the investment in a workforce management (WFM) system. This is something you only want to do once, so take the time to investigate the options available. 

What is most important? For most contact centers the decision to pursue automated WFM stems from a desire to improve forecast accuracy. Forecasting impacts scheduling, staffing, customer service, contact center budget, and nearly every facet of the business. Get it right, and you’re well on the way to an efficient operation; get it wrong, and there’s no end of trouble. 

With that in mind, here are four factors to keep in mind when selecting a WFM solution

Integration

It should be easy. When you acquire workforce optimization, workforce management, quality monitoring, call recording, speech analytics and whatever else you need from the same trusted provider, it’s never an issue. But if you have other vendor applications that must work with a new WFM solution, make sure the tools are available for integration before purchasing. The contact center will always be more efficient when all of its technology resources are working together toward the same goal. 

User-Friendliness

This is often overlooked – “our agents will figure it out eventually.” Well, maybe. But what happens when agents leave and new arrivals have to be hired and trained? And if certain tasks are too difficult or cumbersome, even agents familiar with the system will likely ignore them, passing any resulting delays and inconveniences on to your customers. There are quality WFM solutions available that are easy to adopt and easy to use. Why consider one that is not? 

Flexibility

You may not be able to anticipate all of your contact center’s future needs at the time of your purchase. Nothing wrong with that – just make sure you invest in a system that can grow with your business. 

Return on Investment

WFM in the cloud has substantially reduced the upfront investment necessary in acquiring this vital functionality. But that doesn’t mean ROI is any less important because the investment is smaller. With all of the efficiencies that WFM can improve, it shouldn’t take more than a year to achieve ROI – many Monet clients do so in a fraction of that time. 


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