Workforce Management Feature Article
November 24, 2008
Misconceptions Can Hinder Workforce Management Implementations
By Susan J. Campbell, TMCnet Contributing Editor
Workforce management solutions include forecasting, scheduling and managing contact center resources. While it is not a new concept, complete acceptance in the contact center environment is still lacking as there are still misconceptions as to how the solution can benefit the center – or not.
What was once considered a complex and expensive tool used by a select few contact centers is now being embraced by the masses as it has proven to be easier to implement and manage. But, before that can happen, the contact center must first understand its own needs and environment to ensure it can derive the most benefit from the solution.
When workforce management solutions first came onto the market in the early 1980s, there were a limited number of suppliers and support was less than desired. The solutions were complicated and expensive, available realistically only to those contact centers that were part of a larger organization with the necessary technical and financial resources to maximize the potential benefits of the workforce management solution.
Today, workforce management solution providers aim to deliver systems that are easy to understand, implement and use. In addition, they also focus on delivering solutions that maximize their value, ensuring they are priced right for the market. These solutions are designed for simplicity and integration within the entire contact center to ensure acceptance and complete use of the system to maximize the ROI of the investment.
The performance of the workforce management system often depends upon the longevity of the contact center and the amount of data it has available to input into the system. For instance, the contact center may have selected the workforce management solution due to its forecasting capabilities, but if the center does not have adequate historical data to input into the forecasting module, results at first can be dismal. Therefore, the contact center must understand what it has available to contribute and be willing to wait for the accumulation of applicable data.
Support is often a major issue for those considering workforce management solutions, especially if the center does not have on-site technical support. This element is one of the most important considerations when selecting a vendor as the quality of support with dictate the quality of the performance of the solution.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Michelle Robart