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Article : Top Tips for Workforce Optimization

How can a company go about ensuring that a Workforce Optimization Solution will have the intended ROI? The question was raised before industry professionals, and the advice they offered is worth considering before investing in such technology.

Ahmad Kaseri Ramin
Researcher / Academia
University Tun Hussein Onn

"track records, vendors relationship and capability"

About University Tun Hussein Onn

Universiti Tun Hussein Onn Malaysia is a public university in Batu Pahat, Johor, Malaysia. Established in September 1993 as the Polytechnic Staff Training Centre it was upgraded to Institut Teknologi... (read more)
Joe Dean
Senior Product Manager, WFO Solutions
NICE inContact
United States

"1. Look at solutions where the individual components work well together. The true power of these technologies is when synergies are achieved between the different functional components.
2. Consider your contact center strategy when making a decision. Are you utilizing at at-home or multiple locations and if so, does the solution easily facilitate this type of structure?
3. Look for ease of use in the solutions. The good portion of the ROI comes from the amount of time workforce optimization technologies save its users over manual processes. If the manual processes are still easier to use, you may be wasting your money."

About NICE inContact

NICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experien... (read more)
Nick Kossovan
Call Center Manager
GFL Environmental Inc.

"1. Ask for references, ideally in your industry, and call them.
2. Pay particular attention to how the vendor supports their product.
3. Stay away for newbie's. Longevity indicates the vendor is doing something right."

About GFL Environmental Inc.

GFL Environmental Inc. is a waste management company with headquarters in Toronto, Canada. GFL operates in all provinces in Canada, and throughout the United States.
....NOTE - content continues below this message


We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!


Tayfun Turkalp

"The best way is the easiest way. Touch one key, and get results. Can they show you, how they make a transaction just pressing one button?
Let them show you the success stories.
Have a demo system, to touch, to feel and to test."

About Iletikom

Iletikom provides sales training and coaching programs.
Paul Smedley
Executive Director
The Forum
United Kingdom

"1. Visit organisations that have used them - ideally using independen professional networks rather than relying on 'official' client visits.
2. Visit people who have used your combination of suppliers - if no-one else has then be clear why you are doing something that is unique and how you will mitigate these risks
3. Start with your business goals and engage the 'stakeholders' who will need to be doing things differently before you sign the deal - certainly before you start implementing"

About The Forum

The Forum are widely recognised as an inclusive and independent community of professionals who stimulate collaboration, continual learning and customer focus. Our team of independent experts offer... (read more)

"Using same vendors is better for integrations. But if CC's should work for different vendors,
they have to control integrations between different systems. On the other hand, it all depends on the requirements. The best of breed solution that is to improve a business challenge is much better than complicated systems, most of the time. The heavy integrations are not necessary all the time as long as you know how to use the system. The references and the local support is one of the most important points, as well."

Teck Heng Wang
Industry Watcher
Self employed

"Is there inefficiency? Is there poor employee discipline? Is there ease of integration with other system you already have?"

Gregor Willenberg
IT Manager
Competence Call Center

"To optimize your business you will need to work with best practise solution. In order to learn about best practise measure your company with solutions from other Call Center providers. The exchange of experiences about optimisation solutions with the local market is necessary for having better understanding on the expected return on invest.
Last but not least first try then buy!"

About Competence Call Center

CCC – powered by TELUS International proves to be a strategic service provider that covers the entire life cycle of your customers. We offer end-to-end solutions backed by technology. Our focus is on... (read more)
Alan Linter
IT, Projects and Planning Director
United Kingdom

"Don't overestimate the benefits! Beware of upgrade costs! Make sure you cant get the benefits without the technology!"

About Capita

Outsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved c... (read more)
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines

"1. undertand the needs of the customers, is the current solution addressing that?
2. does it fit the needs of the company overall?
3. does it have the capacity to evolve in such a way that it will be able to address future requirements?"

About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Play Your Agents Their Calls

Read today's tip or listen to it on podcast.

Published: Tuesday, December 1, 2009

Printer Friendly Version Printer friendly version

2022 Buyers Guide SaaS Solutions


CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)


We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.

About us - in 60 seconds!

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Upcoming Events

The 17th Annual Best Practices and Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies! Read More...
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