In years gone by there has been a degree of skepticism, especially from those in control of the company purse strings, about workforce management (WFM) tools, perhaps born from a mix of myth and misunderstanding, and because, like anything, technology solutions evolve with time. However, nowadays, WFM is absolutely essential for contact centers that are growing, or looking to grow. In this aim to move the contact center forward, and handle the challenges that come with such growth, a clear view of the road ahead is needed.
This white paper explores the two-fold business value of WFM. First, in the limitations that could be felt if a center continues to only use Excel rather than upgrading, and second, in the valuable improvements that are found with moving to WFM.