Workforce management software for call centers: How to convince your executive team
Persuading senior management to change “business-as-usual” call center systems can be a difficult undertaking. A challenging economic environment puts pressure on all areas of the organization to implement solutions that reduce costs and increase revenues—all while improving performance and productivity. As each solution competes for investment dollars, only a select few offering the highest ROI will obtain funding. Here are three key steps to make your case:
- Business impact: What does it “cost” you to continue using manual processes or spreadsheets? Please see also our posts about spreadsheet based contact center scheduling and the cost of out-of-adherence.
- Benefits: What are the key benefits you can realize with a WFM solution? Please see how does WFM impact call center staffing and the ROI of Workforce Management Software.
- ROI: What is the return or payback time for the WFM investment? A common misconception is that WFM software is associated with a large investment. In fact, new cloud-based WFM can deliver significant value to the top and bottom line with a minimal investment. A cloud-based WFM solution provides the highest ROI and savings of any WFM strategy due to its low upfront investment and low operating costs. Please read WFM software comparison – cloud versus installed software.
If you need help presenting the benefits of an automated WFM solution to your management team please see our workforce management ROI white papers or contact us and we are happy to answer your questions, share some ROI tools and provide guidance.
The Operational Advantages of WFM
Still considering whether to add a workforce management solution to your contact center? There are many reasons doing so is
Abandon Rate: What It Is, Why It Goes Up, What You Can Do
Abandon: (verb): To leave completely and finally; forsake utterly; desert: Sounds pretty grim, doesn’t it? “Abandon Rate” is one of