White Paper & Reports
Workforce Management (WFM): 4 Reasons to Break Free from the Spreadsheet Ball and Chain
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.