Is it Time for a Workforce Management Health Check?

July 14, 2014 by: Chuck Ciarlo

Does your workforce management system provide all the benefits you need at a reasonable price? If it doesn’t, it may be time to take a closer look at your solution, and if there is something that can be done to bring it back to optimum efficiency. In other words, perhaps it’s time for a check-up that will provide answers to these questions.

1. Are you using the latest version?
Each new WFM product adds additional capabilities, improves existing functionality, and corrects issues with previous versions. With traditional software, these upgrades can also be expensive, which is why many companies delay implementation. But call centers that get their workforce management in the cloud will always be on the most recent version, as it is automatically installed at no additional cost.

2. How do employees work with this system?
WFM is designed to make the agent’s job easier, but if personnel are not properly trained, or if the system is too complicated, your call center may not be getting the most out of its potential.

3. What are its ongoing costs?
For years, the only WFM solutions worth acquiring were those that also required hardware upgrades, ongoing IT support, and yearly (even monthly) costs for maintenance and operation. Call centers still in this situation must make a decision on maximizing their investment, or perhaps switching to the more economical option of WFM in the cloud.

4. How have our needs changed?
Call centers are still evolving into contact centers. Some may expand, some may contract based on other factors. It’s vital that WFM scales with the needs of the business.

5. Is it delivering as promised?
Call centers step up to a WFM solution to access real-time metrics and reports that impact forecasting, scheduling and day-to-day operation. Is the system providing the information you need to make better decisions?

Close