Workforce Management Feature Article
March 30, 2009
How to Select the Right Workforce Management Solution
By Susan J. Campbell, TMCnet Contributing Editor
The first thing to evaluate in a workforce management solution is the feature set offered. Examine whether or not the solution offers accurate forecasting; flexible and erratic scheduling that include agent exceptions; intra-day changes to forecasts and scheduling; visibility into agent adherence and management reports. Monet Software delivers on each of these points, customizing the solutions according to the needs of the center.
Total cost of ownership is also sure to be at the top of your list of points to evaluate. It is important to understand not only upfront costs, but also ongoing costs or how much is needed to keep the solution going. Perhaps most importantly, find out if there are any hidden costs as they can be a deal breaker. Working with a provider like Monet Software ensures there are never any hidden costs so you can estimate overall value right out of the gate.
Risk and usability are also important points to consider when evaluating workforce management solutions. The selected solution must be easy to use for everyone in the call center or its adoption will be resisted. The solution must also focus on the needs of your call center. If it doesn’t or fails to work as promised within your center, can you turn it off or return it with limited financial risk?
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 Patrick Barnard