A common difficulty when purchasing Workforce Optimization (WFO), and in particular Workforce Management (WFM) software is hiring, utilizing and managing a successful team. Many times, companies purchase contact center software, receive training and then assign the tasks for WFM utilization to someone’s current job responsibilities. Oftentimes, this person does not have time to learn the sophisticated nuances of using WFO in order to secure a great return on investment for the contact center. It is not a matter of wanting to learn how to use the software the best way, but rather, an issue of having no time to do so.
If this is the case for your contact center, WFO has gone from being beneficial to a burden. What was once intended to streamline manual processes and optimize your contact center has now turned into something that creates stress and ultimately results in the use of the tool failing completely or being neglected.