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Article : Workforce Optimization and ROI

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.

Helen Bradshaw
Regional Revenue Manager
Omni Hotels and Resorts
United Kingdom

"Size of call centre, very small call centres might have other constraints that a WFM application will not assist in. Other considerations are the labour terms and conditions"
About Omni Hotels and Resorts

Omni Hotels & Resorts creates genuine, authentic guest experiences that take guests on 1CA Total Departure 1D to 50 distinct luxury hotels and resorts in leading business gateways and leisure destina... (read more)
Ahmad Kaseri Ramin
Researcher / Academia
University Tun Hussein Onn

"ability to control factors contributes to the optimization as stated in Q1. Ability to quickly response to changes ( flexibility ) is must."
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)
Todd Purdum
Subject Matter Expert
DigiVoice Inc.
United States

"Believe in what the system tells you. Numbers don't lie...people do. ROI's can't really be realized until some time after integration. Keep stats of how it is today, versus how things are in the future. The areas that have improved will shake themselves out and be readily noticed."

Ring2 Dashboards & Wallboards Free Trial
Joe Dean
Senior Product Manager, WFO Solutions
NICE inContact
United States

"1. Understand your contact centers strengths and weaknesses in order to understand where the WFO solutions need to have the most impact.
2. Be willing to make changes to the way you do business based on the information you discover with your WFO solutions. Constantly strive to optimize your business.
3. Figure out how to impact the rest of your organization outside of your contact center. For instance, information gathered from voice of the customer programs can be used to drive changes in other aspects of your organization, from product design to marketing strategy."
About NICE inContact

NICE inContact CXone™ is a unified cloud customer experience platform. CXone combines Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Fo... (read more)
Paul Lang
SVP of Product Management
United States

"The contact center needs to build a foundation to make these capabilities impactful. It needs to ensure a feedback loop to incorporate planning and budgeting for the staffing of the contact center; recruiting of the staff; managing using dashboards, alerting and reporting by way of workflow; a combination of monitoring, evaluating, motivating and improving performance and finally providing information back to the company that will flow into contact center strategy."
About LiveOps

LiveOps, Inc., a company focused on virtual contact center technology and services, enables businesses to deliver high performance call centers and high quality customer contact in the most cost-effec... (read more)
Nick Kossovan
Call Center Manager
The Travel Corporation

"You need to know why you are measuring what you are measuring. Only measure what impacts your business and the caller's experience. Before implementing a workforce optimization solution know what performance metrics directly impacts your business. Know what you are looking for and why. Do not get caught up in the bells and whistles of a particular software."

Tayfun Turkalp

"Fastest resolution time for customers, and agents will bring efficieny for our business and, satisfation for our customers. We can increase solution number by agent, and decrease soltion time by customer."
About Iletikom

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

"ROI comes not from swiching on the system, but through changes in policy or working practices that are enabled by the system. In achieving this a programme of gaining understanding and buy-in is absolutely fundamental. It is also vital that the whole management team understand the factors that drive optimal performance and that these are effectively planned and tracked. Key factors include issues that are often referred to as agent occupancy, adherence, call handling approach, system usage, customer experience etc"
About The Forum

As champions of best practice and professional development in customer contact, The Forum are widely recognised as an innovative, inclusive and independent community of professionals who stimulate col... (read more)
Rick Seeley
Senior Manager Forecasting & Scheduling
United States

"Staff Productivity, Cost Factors and where you can still deliver at the goals you want while economizing the best way to utilize your resources."

Gökhan Gözütok
3-D Bilisim

"CC's have to measure all the KPI's such as FCR rates, Abandon Call Rates, Customer Satisfaction rates and also AHT.
If CC's can set right amount of right skilled agent to meet the calls, all those KPI's change positively and affect the revenue and CC's Performance.
Business processes should be investigated, and quality management procedures should be met."
About 3-D Bilisim

3-D Information Technologies has been established in 1998 by fully Turkish capital, following the owners' experience at the abroad. 3-D Information Technologies has been presenting value added solutio... (read more)
Pankaj Pandey
IBM India

"Ability / ingenuity of Workforce Management staff to ensure performance (daily/weekly/yearly) is measured basis all the parameters undertaken during Capacity Planning and deviation of planned to actual parameters is ensured to be zero or minimum."
About IBM India

With more than 30 years voice research and more than 150 voice patents, IBM is key industry player providing access to data through end-to-end voice integrated solutions. IBM also makes chips for a wi... (read more)
Ian Harrison
Contact Centre Manager
United Kingdom

"Looking at a saving in FTEs or increase in calls taken/sales/service given"
About Eurotunnel

Eurotunnel operates the Channel Tunnel infrastructure and makes available paths to train operators who are licensed to operate cross-channel rail freight services. Since opening in the spring of 1994... (read more)
Jennifer Anderson
Director Client Support
United States

"Do you have your processes well defined before you go looking for solutions? If not, you don't belong looking for tools. My motto "no tools before the rules". Organizations that try to bring in tools to fix their problems are generally flushing money down the drain. We have a set of 32 processes that were defined and manually improved before we were ready for technology and solutions. Once this was done, the process of bringing in a Call Management System, Ticketing Tool and Workforce Management tool allowed us to easily manage the installation and decisions that needed to be made to purchase each item. The tools themselves could pay for the cost to purchase, serve them up and maintain them year in and year out. If your processes are defined well, you can then automate them. Each tool we have purchased has given us a return on investment because we measured the cost and the reduction in workforce as a result of new products. These team members have been allowed to move on within the organization as a result of the tools coming in and assisting in the process. Other team members have moved on to different organizations and we did not have to replace them."
About Manpower

ManpowerGroup is an American multinational human resource consulting firm headquartered in Milwaukee, Wisconsin, USA. Manpower provides recruitment and assessment, training and development, career man... (read more)
Rohan Roche
Associate Manager
EXL Service (I) Pvt Ltd

"Volumes and shift schedules for fte to effectively handle daily production activities"
About EXL Service (I) Pvt Ltd

EXL is an outsourcing service provider with more than 28,000+ professionals across the globe serving 800+ clients from 50 global delivery locations in the Americas, Europe, India, Asia, Colombia and S... (read more)
Geert D'Eer
Contact Center Manager
SITEL Belgium

"All boundaries should be well be taken into account (eg. the local labour regulations for workforce planning tool) as well as an in-depth analysis of the optimization possibilities & areas. Besides that, it is key to determine the goals you want to realize and which balance you want to obtain (customer sat. vs cost)"
About SITEL Belgium

As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a provider in outsourced customer care innovation. With over 28 years of industry expe... (read more)
Mike Boyle
Principal Consultant
United Kingdom

"In my experience, providing the intended ROI on any solution, including WFO, requires a thorough understanding of the expected benefits and associated costs. The Business Case should be based on a realistic analysis of what can be achieved from operational change to people and processes facilitated by new/integrated technology. It is important to implement such change over an appropriate timeframe. Do not attempt too much too soon, but make changes where they will show most benefit in a short period of time. Then build on the success of these changes and communicate these benefits to both customers and colleagues."

Gregor Willenberg
IT Manager
Competence Call Center

"The right decision should be based on test cases to assure the return on invest and avoid losings."
About Competence Call Center

CCC is a BPO companies in the field of Customer Care in Europe and has been offering international customer care solutions for more than 20 years. More than 8.500 service professionals at 22 locations... (read more)
Denis Johnston
Haughgate Innovations
United Kingdom

"Workforce optimisation is not something that can be achieved using 'plug and play' solutions. On their own, 'off the shelf' solutions will not necessarily provide a positive ROI. Success is most likely to be achieved when the users/workforce are fully involved in the implementation and can see that it will make their jobs easier and enhance their performance. Only by ensuring that the whole system improves is it likely that ROI will be positive.."

Alan Linter
IT, Projects and Planning Director
United Kingdom

"That the solution offers real tangible benefits and does simply not become an alixia for poor management practice. Companies should ask what benefits could be derived by changing their approach, benefits of the solution should be additional to these."
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)
Denis O'Donnell
Hired Help Ltd
United Kingdom

"measure all relevant variables - what gets measured gets managed"

Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines

"It should be able to address the quality and quantity requirement of the company. ROI in this case is made specific to the company, tailor fit to address workforce demands. considerations should be based on the following:
1. overall manpower projections
2. long term goals of the organization
3. room for flexibility in case of changes in work demands and targets"
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.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Ask For Ideas

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

Published: Monday, November 23, 2009

Printer Friendly Version Printer friendly version

2020 Buyers Guide Analytics


CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878


CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)
PH: +302109241486


CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf

PLUS ! Automated extracts
for integration to third party applications.


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151


Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700


SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

Trillys Systems

Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
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