Ask the Expert

Adding workforce management tools to ROI calculation

What's the best way to include workforce management tools in a ROI calculation? These were added about two years after we purchased our original CRM system.

    Requires Free Membership to View

Workforce management tools are used to keep sales and customer call center resources happy. I am familiar with two separate areas where this is most often used:

1. Salesforce incentive management – assuring that sales and business goals are aligned and that sales staff are properly motivated to deliver the right results and avoid compensation issues and disputes.

2. Call center staff optimization – assuring that resources are properly managed and scheduled to deliver superior customer service, provide incentive, track progress and increase retention.

To assess the value of call center staff optimization I recommend that you use Alinean's free Customer Contact Center ROI model (part of a large library of available ROI models).

For salesforce automation (SFA) and incentive management, we recommend using the Salesforce Automation ROI template in the same library.

This was first published in January 2007

There are Comments. Add yours.

 
TIP: Want to include a code block in your comment? Use <pre> or <code> tags around the desired text. Ex: <code>insert code</code>

REGISTER or login:

Forgot Password?
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy
Sort by: OldestNewest

Forgot Password?

No problem! Submit your e-mail address below. We'll send you an email containing your password.

Your password has been sent to: