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 Chain to 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 the 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.