12 SECRETS TO FINDING THE RIGHT WORKFORCE MANAGEMENT SYSTEM

摘要

The contact center is the frontline of an organization. Customers turn to it to resolve issues and, consequently, to form opinions about the company based on their experience. Those experiences directly impact the bottom line. For many, workforce management is often their first line of defense. These systems offer dra- matic operational improvements — raising service quality while reducing costs. Although justifying the need for an automated workforce management system is simple, making an optimal purchasing decision can be tough. Seemingly small differences in the functionality of different products can have a major impact on the relative success of the contact center operation. The following outlines a structured decision-making process; one that's designed to help contact centers ensure the workforce management system they choose will meet all their requirements today and long into the future