Many in the WFM field have seen it happen time and time again: companies implement a WFM program in their contact center. Yet, come six months later and the software just sits there, unused, with everything running exactly the same way as before. Inefficiencies run rampant once again, with the same old manual scheduling and Excel spreadsheets.
Why does this seem to be an almost regular occurrence? Why is it so hard to make WFM implementations work? Here, we present four recommendations that may help your contact center stay on track and combat problems before they arise.