May 2015 - Teleopti Blog

25 May 2015

Part 3: Why do WFM projects fail? – And what to do?

Written by Dave Hoekstra

Part three, the final in our three-part series: Hello again! Two weeks ago, we recommended that the properly skilled people be in place prior to automated WFM startup. Last week’s posting advised taking it easy and not biting off...

Change Management, Understanding Workforce Planning benefits of WFM, executive sponsorship Leave a Comment

15 May 2015

Part 2: Why do WFM projects fail? – And what to do?

Written by Dave Hoekstra

Part two of our three-part series: Welcome back! Last week, we discussed the necessity of having properly skilled people in place prior to implementing automated workforce management (WFM). Often, WFM failure is due to the lack of being properly...

Change Management, Understanding Workforce Planning implementation project, WFM process Leave a Comment

08 May 2015

Part 1: Why do WFM projects fail? – And what to do?

Written by Dave Hoekstra

Part one of our three-part series: Many in the WFM field have seen it happen time and time again: companies implement a WFM program in their contact center. Yet, come six months later and the software just sits there,...

Understanding Workforce Planning skill set, wfm projects Leave a Comment

Month: May 2015