From The Pelorus Group Offered Exclusively to the CRMXchange Audience
° What You Will Learn From This Report
° Who Needs the Report
° About the Authors
° Ordering Information
Modern Workforce Management Systems (WFM ) are easy to use, highly flexible, empowering, and remarkably accurate in building agent schedules, even in today’s complex environments where agents must process queries from multiple channels, on multiple subjects, through multiple locations and communicate in multiple languages. The payoff comes from more efficient deployment of costly human resources.
The PELORUS Group’s newest report, "Is it Time to Invest in Workforce Management Software?", is especially written for contact center professionals and is available exclusively to the CRMXchange audience for $495.
One of the more interesting findings from the report was workforce management software was very highly concentrated among the largest contact centers. Smaller contact centers had not yet taken this important step. The experts interviewed in this paper all agreed that after 30- 50 agents, manual methods like Excel spreadsheet are impractical and inaccurate, and virtually useless in multi-skill and multi-site environments.
While the initial investment is significant, no contact center application provides a more powerful business case than workforce management. So why don’t more contact centers use automated a scheduling and workload forecasting? The authors believe that WFM, with exotic algorithms, is not easy to understand and many of the first generation systems were expensive, complicated to buy, and not particularly user friendly. The PELORUS Group, in "Is it Time to Invest in Workforce Management Software?" unravels the mystic and explains – in laymen’s terms stripped of vendor spin and unnecessary jargon – what WFM is, where it is headed, how it can benefit contact centers of all types and sizes, how to tell if your center has the right mix of needs and culture to benefit from WFM, and how to go about closing the deal with management.
What you will learn from this report
Significant Trends – From 30,000 feet to the contact center floor, learn what forces are shaping the contact center industry and what actions vendors are taking to respond.
Global Demand - Find out what factors are driving rapid growth in workforce management sales and how and why demand varies around the world.
Needs Assessment – Workforce management is not for everyone. The PELORUS Group discusses in detail 20 important considerations that should weigh in your assessment.
Comparing Workforce Management Systems – The report takes the mystery out of WFM. The discussion covers forecasting and scheduling engines, integration, and system features. Ten leading vendors are compared on over 40 features.
Vendor Profiles –Profiles are based on interviews with leading vendor executives and independent research. Each profile gives you the vendor’s history and background, describes their products, and summarizes under “What’s Special?” the attributes that differentiate each vendor from its peers.
Making the Business Case – In most enterprises contact centers will be asked to submit a formal proposal in order to secure approval for their WFM project. Too often, this is limited to filling out forms with rough ROI numbers and throwing it in the hopper with every other department’s capital appropriations request. Contact centers have a huge advantage in the quality of their metrics, the strength of the ROI model, and the powerful non-financial benefits of a modern workforce management system. This section gives you all the ammunition you need to prepare a powerful business case, including a form that identifies all the important financial gains and expenditures associated with a WFM system.
Download the Table of Contents Here >>>>
Who needs this report?
Any contact center or back-office operation that has, or is thinking about investing in a modern workforce management system needs the information contained in this comprehensive report which is expensively researched.
Benefits
• Learn about the latest innovations and where the technology is trending
• Understand if your environment is right for WFM
• Deal with vendors from a position of strength
• Prepare a powerful and persuasive business plan for securing funds approval.
About the authors
The PELORUS Group: For two decades, Pelorus Group has been a leader in identifying the salient trends upon which the industry will pivot, providing a reliable source for accurate market sizing, and bold, uncompromising opportunity assessment. Contact Center Workforce Management Systems has been prepared with one goal in mind: To help end users define and realize their objectives.
Author: Dick Bucci – a 30 year veteran of the telecom industry. He is a well-known consultant to leading software companies and author of dozens of articles, white papers, and research reports. Mr. Bucci is a Senior Consultant with The PELORUS Group and also Managing Director, Technology Marketing Associates.
Money well spent
"Is it Time to Invest in Workforce Management Software?" is priced at $495. A 100-agent contact center can expect to pay over $100,000 for a WFM system. A small investment in background research is money well spent.
To order, please call 201-505-1743.