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Article : Workforce Optimization Myths

What are some of the biggest misconceptions that stop people from buying workforce optimization solutions? We asked industry professionals who would be knowledgeable in the matter to list the various myths surrounding this technology.

Helen Bradshaw
Regional Revenue Manager
Omni Hotels and Resorts
United Kingdom

"Cost - payback"
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
Malaysia

"to complex to implement, no different from the traditional way of managing workforce."
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

"That they will have to fire agents or actually jeopordize their own positions because of inefficiencies."

 
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Joe Dean
Senior Product Manager, WFO Solutions
NICE inContact
United States

"1. They are too expensive, lack the clear ROI.
2. They are punitive in nature. This has to do more with the way it is implemented versus the tools themselves. They by no means have to be punitive in nature."
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
LiveOps
United States

"• Contact center managers still see WFO as a series of disparate applications.
• They are thought of after the fact rather than embraced as the key application set to drive performance.
• The do not spend time building a business case to realize the inherent benefits."
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
Canada

"They will not get a good ROI. Workforce optimization solutions will only pay for itself if you are committed to following up on what you are measuring to increase productivity, or reduce costs. If through a workforce optimization solution you increase the number of calls an agent takes daily by 10 and the average agent takes 40 calls now and you have 60 agents... well do the math. Call centers are notoriously inefficient and in many case overstaffed, or staffed at the wrong time. Workforce optimization can reduce your headcount and increase your productivity, thus paying for itself in a very short period of time."

 
Tayfun Turkalp
Gm
Iletikom
Turkey

"They think that, they are doing business in a very different manner. They think, they do not have standart workflow. Job changes according people, not to the positions."
About Iletikom

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

"1. That is only worthwhile if you are big
2. That we can do it on a spreadsheet (or something small scale in-house)
3. That, because it's people and process that deliver benefits, the role of technology is less important"
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)
 
Rick Seeley
Senior Manager Forecasting & Scheduling
Concentrix
United States

"Difficulty in Setup and configuration..."

 
Gökhan Gözütok
3-D Bilisim
Turkey

"The biggest misconceptions is CC's cannot believe in ROI's of those optimization solutions. The sellers should prove the benefits of the Work Force Optimization technologies to customers."
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)
 
Teck Heng Wang
Industry Watcher
Self employed
Singapore

"It will solve all the scheduling headaches."

 
Oscar Alban
Director
Verint
United States

"WFO provides eLearning solutions that can enable agents to take control and improve their own skills by accessing training software directly from their own desktop. Employees can manually assign lessons to themselves, proactively improving their skills. The content can be created from a company’s recorded interactions. Conversations can even be edited into "learning clips," enabling agents to learn more about best- practice scenarios, successful up-selling, and enhanced communications with customers.

To further supplement the training experience, agent coaching capabilities help bring together scorecards and training to "trigger" coaching events. Using thresholds to define what is considered acceptable performance, the WFO solution can automatically send an email or alert to the appropriate manager if an agent’s scores drop below the standard. The manager can then use the WFO solution to schedule a coaching or training event at the most opportune time."
About Verint

Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m... (read more)
 
Pankaj Pandey
Analyst
IBM India
India

"ROI and also the cost factor."
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
Eurotunnel
United Kingdom

"It is a lot of money for little benefit."
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)
 
Jill Majors
Marketing Manager
Enghouse Interactive
United States

"Misconception #1: It’s expensive. Workforce optimization solutions do not need to break the bank. Affordable enterprise-class solutions are available at every price point. Subscription-based licenses are offered by companies like Telrex, lowering the cost of entry and making workforce optimization technology available to companies of all sizes.

Misconception #2: It’s difficult. Workforce optimization solutions do not have to be difficult. Solutions are available that are easy to use and can be installed in a matter of hours. Once installed, call recording, agent evaluation, and workforce management software solutions can be intuitive; allowing managers and administrators to quickly access contact center information with the click of a button."
About Enghouse Interactive

Enghouse Interactive’s integrated suite of solutions includes multi-channel contact center, self-service, attendant operator consoles and workforce optimization. This wide portfolio places us in the u... (read more)
 
Jennifer Anderson
Director Client Support
Manpower
United States

"They think it will eliminate all of their staff instead of enhance the best of them. I utilize these tools to indicate when my volume is getting high and I need additional resources. It is the best way to prove that you are short staffed. It puts the numbers, days of the week, hours of the day that you are running short. It improves customer service by staffing appropriately and allows the business to justify the resources. Don't leave home without it."
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
India

"That it will not benefit the organization"
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
Belgium

"- this technology will not work
- it is only sales talk
- it is outmarked before it is implemented"
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
Optium
United Kingdom

"Cost and complexity are often cited to me as the biggest barriers. The lower range of contact centre size where it may not be cost effective to employ WFM is typically 25-40 seats. However, this depends on the complexity of the operation: the more ‘named agents’ employed across shifts, the more varied the call/multi-media distribution, the more intricate the product/service, the more WFO is likely to be justifiable. In terms of complexity of implementation, start small and build further as required."

 
Gregor Willenberg
IT Manager
Competence Call Center
Germany

"In my opinion everyone understands the reason for optimize processes and services. So there is no falsity."
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
Consultant
Haughgate Innovations
United Kingdom

"Fear of a sort dip in performance or worse!
This is not always a misconception."

 
Denis O'Donnell
Manager
Hired Help Ltd
United Kingdom

"They think it is a huge cost from large companies"

 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"1. it maybe expensive
2. they don't need it anyways they are still small in terms of numbers
3. i may not be able to find one that would exactly fit our needs"
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 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Promoting Your Brand

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

Published: Friday, March 5, 2010

Printer Friendly Version Printer friendly version

2020 Buyers Guide Recording

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

3.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

4.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003
 
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