here are literally thousands of contact centers that are on (or over)
the cusp of needing advanced workforce management systems. Continuing
to spreadsheet your workforce needs as your center grows and becomes
more complex may seem like a thrifty thing to do – but it isn’t. Some
of the best returns on investment (ROIs) from contact center investments
come from installing appropriate WFM systems.
Consider the fact that most contact centers spend 60% to 70% of their
budget on front line personnel. Consider as well the fact that a
competent workforce management system can allow you to increase your
agent-related metrics, including occupancy, utilization and adherence to
schedule.
Click here to continue reading this article: Contact Center Economics 101: When WFM Means Workforce Manna
BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, consulting, training & industry reports. BenchmarkPortal’s mission is to help contact centers reach peak performance in operational effectiveness and efficiency so that the centers will realize increased levels of agent and customer loyalty while containing costs and building enterprise value.
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