Workforce Management In Contact Centers

Workforce management is needed in every company and is very important for contact center success. A contact center is at risk of losing revenue if there is no workforce management. But, in spite of this, there are still confusions that discourage companies from investing in a quality workforce management solution. Bob Webb (VP Sales) writes in his article about some common myths about workforce management. They are: Workforce management is an ancillary application; all workforce management solutions are the same with algorithms that can produce a statistically valid forecast; only large centers benefit from Workforce Management - WFM is cost prohibitive for small centers; internal productivity metrics cannot tie in with workforce management tools; supervisors lose control of at-home agents; and customer data is at risk with hosted solutions. Read more at: http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/1027/Default.aspx