If you are looking at a workforce management system for the first time I would advise you to start with the business and think about your people. Fundamentally when you deploy workforce management techniques and tools you are changing people’s working lives and that can be a very powerful thing. People are the final deliverer of the service to the customer and we want to stay painfully aware of some of the staff turnover problems that we’ve had in the contact center over time.
So start with the people and really think through what it is that you want to change and what you want the business to be like after you have implemented the system, and don’t start with technologies and features. Think through the business issues first and then go through the technologies and features. - Julian Harper of Blue Pumpkin