Are you satisfied with the usefulness and return you’re getting on your contact center workforce management solution? If you are not, you’re not alone. According to a report by DMG Consulting, overall satisfaction with workforce management solutions is very low, with ratings averaging 3.3 out of 5.
Reasons for dissatisfaction include cost, weak intra-day capabilities, inflexible solutions, inaccuracy of data, and difficulty of use. If implemented correctly, however, your workforce management solution should deliver significant returns in productivity, cost reduction and agent loyalty.
So if you have an existing solution that you just isn’t delivering, you may want to spend an hour with Donna Fluss, president of DMG Consulting as she dicusses your strategy, your processes and possibly your tools in favor of alternatives that require less training and produce more actionable results. This webcast takes place on April 28th. If you can not attend live, you can always watch the recording of Realize True ROI as the WFM Market Wakes Up.