White Paper & Reports

Workforce Management (WFM): 4 Reasons to Break Free from the Spreadsheet Ball and Chain

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According to Dimension Data, 41.3 percent of contact centers still operate without WFM technology.

If you regularly use a manual, spreadsheet-based approach for contact center forecasting, scheduling and management, you probably know how time-consuming and complicated it can be.

And it may also be hurting your bottom line. Studies show resource-related costs account for the majority of a contact center’s full operating budget, so how you plan, schedule and manage those resources can make or break your budget.

Download Workforce Management — 4 Reasons to Break Free from the Spreadsheet Ball and Chainto learn why WFM technology can help you:

  • Accurately and expediently measure and report on staffing, attendance and expenses in order to operate efficiently
  • Increase forecasting accuracy in order to decrease instances of over- or understaffing
  • Reduce the amount of time it takes to forecast, schedule and manage service levels for multiple channels and multiple locations
  • Better monitor schedule adherence to minimize negative impact on services levels and get greater visibility into what’s happening in the contact center

You’ll also learn how today’s cloud and software-as-a-Service (SaaS) deployment options make it easier for companies to install and maintain their WFM technology.