Three Types of Bosses that Resist Workforce Management – And How to Change Their Minds
You know the tremendous positive difference a workforce management solution can make at your contact center. In fact just about everyone in the industry is aware of the benefits of WFM by now – except perhaps for your boss.
Sound familiar? Then your boss may be one of the following types:
The “Spreadsheets Rule!” Boss
He’s the President of the Excel Fan Club. He uses spreadsheets for everything from his fantasy football team to keeping track of his relatives’ birthdays. He can’t imagine any online technology could be more convenient or easy to use.
What He Doesn’t Know
That spreadsheets make forecasting, scheduling and other everyday contact center tasks more difficult and time-consuming than they would be with WFM. That the hours he spends with his spreadsheets could be devoted to more constructive tasks – or taking some extra time off.
The “You Get the Check, I Forgot My Wallet” Boss
When he takes a dollar out of his pocket, George Washington blinks because he hasn’t seen the light of day in weeks. This is a boss that hates to spend money, so the last thing he’d consider is investing in a WFM solution.
What He Doesn’t Know
That WFM actually saves money – on staffing, on labor costs, and by reducing costly shrinkage, among other benefits. And when WFM is delivered via the cloud, there is no large upfront investment.
The “I Like Things Just the Way They Are” Boss
She hates change and prefers to live in the past. She still has a rotary phone on her desk and a “Win With Nixon” bumper sticker on her car. She is certain that implementing WFM is going to be more trouble than it’s worth.
What She Doesn’t Know
That WFM in the cloud can be implemented in a matter of weeks, and with the right solution agents can quickly acclimate to the new system. That being behind the technology curve is costing her company money – and having a negative impact on customer service.
Need help making the case for WFM? Monet has created an article that will prepare you for that meeting.
Then, when you’ve convincingly made your case for WFM, which solution should you choose? Take a free online demo of Monet Workforce Management and discover all the benefits it has to offer.
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