Tag: ROI

06 July 2018

Three ways to leverage Workforce Management and drive ROI

Written by Ben Willmott

ROI

When properly utilized, few contact center software platforms can outperform Workforce Management in terms of ROI whilst simultaneously improving customer experience. Ben Willmott explains how to leverage the latest workforce management (WFM) solutions and make quick-and-easy wins to maximize...

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Customer Satisfaction Using WFM, Savings and Efficiency, Understanding Workforce Planning agent engagement, agent preferences, attrition, cost savings, customer experience, flexible scheduling, mobility, return-on-investment, ROI, Savings Calculator, shift trading Leave a Comment

25 August 2017

Calculating Your ROI for WFM Implementation

Written by Dennis Müllert

ROI

Following the launch of Teleopti’s WFM Savings Calculator this week Dennis Müller, Teleopti’s Vice President – Latin America, explores some important areas to consider when discerning the Return on Investment (ROI) for a WFM implementation. While contact centers may...

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Performance & KPIs, Savings and Efficiency, Understanding Workforce Planning AHT, average handling time, cloud contact center, cloud vs premise based, customer retention, excel vs wfm, FCR, first call resolution, multi-channel, NPS, omni-channel, return-on-investment, ROI, schedule optimization, what-if planning tool Leave a Comment

09 September 2016

The Simple ROI of WFM

Written by Dave Hoekstra

ROI

How can you leverage WFM to make quick-and-easy wins for your return on investment (ROI)? I’d like to share a couple of quick-and-easy, real-world scenarios that immediately will turn into wins for your contact center. Shave the Payroll! Assume...

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Forecasting, Savings and Efficiency efficiency, flexible schedules, forecasting, part-time worker, payroll, ROI Leave a Comment

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