Workforce Management Selection Guide
Every call center has different workforce management needs. Size, structure, industry, type of calls and many other factors determine your unique requirements. This whitepaper provides some guidelines and key questions you should consider when selecting workforce management software for your call center.
How to Select a Workforce Management Solution for your Call center
Guidelines and key questions you should consider when selecting workforce management software for your call center
What can WFM do for call centers?Workforce management is all about efficient use of your call center workforce to meet or exceed service levels and reduction of costs tied to inefficient use of human resources. It's done primarily through accurate forecasting and optimization of agent schedules i.e. having enough agents for peak periods and avoiding agents sitting idle by scheduling accordingly.
Checklist for evaluating workforce management solutionsWhen selecting a workforce management solution for a small to medium sized call center (< 300 agents) you should consider the following criteria:
1. Key capabilities
2. Time and resources to implement
3. Total cost of purchasing, running and maintaining teh solution
6. ROI and payback
Best Practice and Resource Whitepapers