Presented By: Donna Fluss, President, DMG Consulting; Sponsored by Calabrio
On Demand Date: April  2011 

Are you satisfied with the usefulness and return you’re getting on your contact center workforce management solution? If you are not, you’re not alone. According to a report by DMG Consulting, overall satisfaction with workforce management solutions is very low, with ratings averaging 3.3 out of 5. Reasons for dissatisfaction include cost, weak intra-day capabilities, inflexible solutions, inaccuracy of data, and difficulty of use. If implemented correctly, however, your workforce management solution should deliver significant returns in productivity, cost reduction and agent loyalty.

So if you have an existing solution that you just isn’t delivering, it may be time to reexamine your strategy, your processes and possibly your tools in favor of alternatives that require less training and produce more actionable results.

This webinar demonstrates how to boost the return on your WFM investment. Listen to this webcast to learn:

• How to overcome challenges with your existing WFM solution
• How to identify, prioritize and apply benefits that will have the greatest impact on your business
• Best practices and tips to make the most of any workforce management solution
• Case studies that show how companies have used workforce management to vastly improve contact center performance, productivity and agent satisfaction 

About The Presenter: 

Donna Fluss is a recognized thought leader and innovator in contact center and real-time analytics. For over 26 years, she has helped end users build world-class differentiated contact centers and vendors develop high-value solutions for the market. She is the author of the book, The Real-Time Contact Center, the Contact Center QA Guide, the PCI-DSS Guide for Contact Center Managers, and many leading annual industry reports on contact center hosting, IVR, unified communications, outbound dialing, speech analytics, performance management, workforce management, surveying/enterprise feedback management, quality management/liability recording and contact center analytics. Donna is a highly respected speaker whose articles and columns are carried by publications around the world.