What to look for when buying hosted or cloud-based workforce management software
In addition to the core questions regarding functionality and capabilities that address your unique business needs, there are a few additional questions that need to get evaluated especially for hosted and cloud-based solutions. Here are the questions to consider:
The difference between hosted and cloud-based workforce management software
In our last blog post we have clarified the difference between “hosted” and “cloud-based” workforce management software.It is important to understand the difference and the implication on costs, usage and overall risk.
All inclusive pricing (maintenance, support and upgrade)
When comparing offerings, it is key to evaluate costs and pricing for the overall software application life-cycle, such as, purchase, installation, set up, training, maintenance, support, and upgrade.
- Are there any initial costs for set up, training, etc.?
- How high are the monthly/yearly subscription fees for usage?
- Are there any additional maintenance fees?
- Are there any additional customer support fees
- Are there any additional upgrade fees for new versions
- Are there any other fee for additional storage, higher performance, etc.
Integration to other call center software systems
Just as the ACD/PBX systems should be integrated to workforce management software to achieve better forecasting and real-time schedule adherence, it is important to look at other integration points. For example, an integrated workforce optimization solution connects all aspects of scheduling, skills, call quality, metrics and compliance to better meet customer needs and deliver more effective customer service. You can easily identify patterns and analyze metrics at various levels for training and quality assurance purposes and establish quality standards and best practices. In addition, you can combine quantitative and qualitative information for a complete assessment of contact center performance. Only an integrated WFO suite allows you to “connect the dots” to get the whole picture that allows you to impact the bottom line. And today’s cloud-based solution make it often more easy to integrate or even offer the integration “out of the box”.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
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