As the saying goes, “work smarter, not harder.” I often find that in the contact center world, extreme effort is linked to tasks that, while important, are still manual and tedious. Scheduling, forecasting and time management are some examples of tedious chores that no longer need to be completed through the use of time-consuming spreadsheets.
Most contact center leaders readily admit that manual, spreadsheet-based approaches to these tasks don’t work anymore. In addition to the daily grind spreadsheets create, leaders can’t meet modern customer engagement expectations—such as consumers demanding a more personalized, multi-channel experience, and employees demanding a better work-life balance via more flexible schedules.
Today’s workforce management (WFM) technology can solve this problem. Yet Dimension Data estimates that 41.3 percent of contact centers still operate without it.1
But why? Is it a budget problem? Resistance to organizational change? A skills gap? Lack of awareness about what WFM can really do for their business? Or something else altogether?
In my experience, it can be any of the above. But these challenges can be overcome. And more importantly—they should be overcome. Here’s why.
If the above isn’t news to you, maybe you face another obstacle to embracing WFM. One of the most common ones I’ve heard in the past is lack of budget. But budget constraints shouldn’t prevent you from implementing WFM anymore.
That’s because modern WFM companies like Calabrio offer a Software-as-a-Service (SaaS) deployment option that requires a lower upfront investment since no costly hardware or maintenance are needed. Cloud deployment of WFM offers many other benefits as well, including:
Yesterday’s barriers to WFM are no more. It’s time for your contact center team to work smarter—not harder—and Calabrio can help. Download our new white paper, Workforce Management (WFM)—4 Reasons to Break Free from the Spreadsheet Ball and Chain, to learn more.
1 Dimension Data. “2017 Global Customer Experience Benchmarking Report.”