By Dick Bucci, Senior Consultant, The PELORUS Group
The hosted workforce management model is still new to contact center workforce optimization (WFO) applications. Contact centers are mission-critical operations and are understandably cautious about making dramatic changes in both the way they control and manage essential performance tools. Many contact centers are still scheduling agent hours through costly and inefficient manual methods.
This white paper, “Workforce Management for the Masses”, presented by Pipkins, Inc., explores and explains the benefits of hosted solutions with information on how to determine if workforce management software is needed. Specific topics include: an explanation of workforce management hosted solutions; the cost and advantages of hosting; determining when a hosted solution is the right choice; and, what factors to consider in a hosted solution.