|Welcome to the workforce management (WFM) software product directory. This product directory contains basic information about workforce management vendors and products in the WFM market. When beginning your call center workforce management software evaluation, use these resources to help you find the right WFM product for your business needs. Listings include: Vendor information, product name and website, short and long product descriptions and pricing details.|
Download the workforce management software product directory
Additional workforce management software resources:
|Watch a video on a call center's WFM system||Find workforce management software resources in SearchCRM.com's learning center|
|Take a look inside PlumChoice's call center and find out how the company is using an Aspect workforce management system in this call center video.||Learn about the workforce management tools in a workforce optimization suite and browse other CRM and call center technology resources for call center professionals in our learning center.|
|Find out about WFM reports for call centers||Discuss WFM software with your peers on IT Knowledge Exchange|
|Find out which custom WFM reports you should request from a vendor after installing a WFM system in this expert tip from Lori Bocklund.||
We're planning to launch a product directory every year for each of the following markets:
- CRM software suite product directory
- Call center suite product directory
- Speech analytics software product directory
- Sales force automation software product directory
- Workforce management software product directory
- Marketing automation product directory
Online customer service product directory
Choosing the right workforce management software for your call center
By Lori Bocklund, President, Strategic Contact
The market for workforce management (WFM) software is highly competitive and offers ample room to compare solutions and negotiate prices. But it takes time to get to know the vendors and give them the chance to know you. Don't short-circuit the process with a blind RFP, a quick decision based on a team member's experience at a previous employer, or an emotional attachment to a product or vendor—which can be particularly strong for WFM products. Assemble the right team and execute the right steps to find the best product for your business needs.
FIGURE 1 provides an overview of the process. It shows two main stages--filtering and profiling, and evaluating and selecting--bookended by defining the project and finalizing a contract. The following sections provide keys to success in each step.
DEFINE THE CALL CENTER WORKFORCE MANAGEMENT PROJECT
The selection process starts with a clear definition of the project goals and scope. WFM should enable you to address key business goals, such as increasing efficiency and staff utilization, or improving accessibility and availability to address customer needs. If your call center has static call patterns, limited hours, fixed shifts that rarely change, and a culture that frowns on scheduling breaks and lunches, you won't be able to do much--or gain much--with WFM unless your organization is poised for change. On the other hand, if your center has 25 seats or more with extended hours and/or a variety of shifts, and you're ready to schedule on and off phone tasks (including training, team huddles, and time off) to ensure that staffing levels match volume and workload demands, you'll find a compelling business case for WFM.
Identify which departments or staff will use and manage the WFM system, especially in a multi-site environment. Consider whether the function will be centralized or distributed, and who will provide system administration and maintenance. Your key players on the project team will be analysts who will live with the system day in and day out. If supervisors and CSRs are to be direct users of the system--checking schedules, requesting changes and accessing reports--they'll need representation on the project team. Invite HR to join the project if you're changing scheduling or other policies so they can tackle the people issues in parallel to your requirements and evaluation process. IT needs to be part of the team as well; they will focus on the architectural fit with the rest of your environment.
Define how you will use the technology from a people and process perspective. WFM products vary widely in sophistication (or complexity), integration, cost, and services provided. The sidebar will help you define the business requirements. You also need to consider how WFM fits with the rest of your workforce optimization (WFO) or performance optimization (PO) plans, as it can be a part of a much bigger picture (see FIGURE 2). For example, do you have other products such as quality monitoring or eLearning with which WFM should integrate? Will you feed WFM data into a reporting, scorecard or analytics tool? Your responses will determine whether you consider stand-alone WFM systems, suites of performance optimization tools, or both.
Read the rest of Lori's column by downloading the workforce management software product directory.
This was first published in June 2009