The Benefits of Workforce Management Explained to My Boss

How to Build a Persuasive Case and Convince Decision-Makers to Add WFM to Your Contact Center or Helpdesk

Building a Persuasive Case for Workforce Management Implementation

Executive Summary

Many contact centers have still not discovered the many cost and service benefits derived from workforcemanagement software.

Managers seeking to convince company executives to approve this purchase or upgrade may encounter objections based on concerns over cost, the uncertainty of change, and whether WFM will really be better than the system already in place.

However, all of these doubts can be easily addressed by enumerating the many advantages WFM provides, especially when delivered via the cloud.

Building a Persuasive Case for Workforce Management Implementation

While the economy is steadily improving according to most measurements, many companies are still taking a very cautious approach when it comes to new investment. That is one reason why some contact centers have hesitated when it comes to workforce management (WFM) software.

However, making the case for this purchase should not be difficult given the inherent benefits derived from its installation, not the least of which is a net cost saving within months, and a boost in efficiency that will also have a positive impact on the yearly budget.

Persuading senior management to change “business-as-usual” contact center systems can be a difficult undertaking. The management team often faces both internal and external factors that make it resistant to change, plus there is a comfort level in familiarity, and a fear of the unknown and unforeseen consequences.

This eBook was created to help workforce managers and contact center managers present a convincing business case for WFM. It has been formatted to anticipate the most common objections to WFM implementation, and provide refutations to address them.

The Objections

Those who would reject the prospect of adding WFM to a contact center will likely do so for one of the following reasons:

  1. Our Current Solution is Sufficient
    Many contact centers that don’t utilize workforce management systems typically rely on Excel spreadsheets for daily forecasting and scheduling. Excel was a time-saver – once. Today, it’s an imperfect system that is likely costing the contact center money. Other contact centers rely on outdated, premise-based WFM solutions that are inflexible and expensive to maintain.
  2. It’s Too Expensive
    A common misconception is that workforce management is associated with a significant investment. The “We can’t afford it” may have been true ten years ago, but today with cloud-based WFM, even smaller and mediumsized contact centers can reap the benefits of automated workforce management at an affordable cost.
  3. Metathesiophobia
    Meta-what? This is more commonly known as “fear of change.” It’s true that all change is not good, hence the adage “No one ever got fired for buying IBM.” However, the concern that something will go wrong during or after a transition to a new solution can keep contact centers from realizing their full potential.

A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

Watch Video
Please fill out this form to get the whitepaper
 

I agree to Monet Software's Terms of Use, Privacy Policy, and the transfer of my information to the United States for processing to provide me with relevant information as described in our Privacy Policy.

I agree to my information being processed by Monet Software and its Partners to contact me via phone, email, or other means regarding information relevant to my professional interests. I may unsubscribe at any time.

Watch Call Center Workforce Optimization in Action

Free Registration

I agree to Monet Software's Terms of Use, Privacy Policy, and the transfer of my information to the United States for processing to provide me with relevant information as described in our Privacy Policy.

I agree to my information being processed by Monet Software and its Partners to contact me via phone, email, or other means regarding information relevant to my professional interests. I may unsubscribe at any time.

Watch Now