EVALUATING AND SELECTING A WORKFORCE MANAGEMNT SOLUTION

摘要

You've sold senior management on the value of a workforce management solution but how do you go about selecting and implementing the best solution for your contact center? Whether you are buying a new workforce management solution or replacing an existing one, there are two initial questions you will need to answer before proceeding. First, what challenges facing your contact center can be addressed with a workforce management solution? Second, how will you measure success in selecting and implementing a solution? Once you've answered these questions, you can evaluate workforce management vendors, select a solution and present a recommendation to the executive team.