The most important thing to recognize is that workforce management systems are tools. The biggest problem is that most people don’t know how to apply the tool. Professional services are an integral part of the process of implementing workforce management in your organization. You need to be able to identify a provider of these types of software who also understands call centers and how to apply that tool to your environment. You also want someone that will take the time to work with you and understand your business processes and apply those tools to your business and not try to change your process to fit their tool.
Also, workforce management is a changing of your culture inside your organization. If you don’t see the results immediately you tend to go back to what you did before. What you really need to understand is how you can work with your agents to work towards what the workforce management software suggests. Many agents are reluctant to change, and if you can get them to change over time then you will see that ROI. (posted by a member)