How To Make A Rock-Solid Business Case For Workforce Management Software
To WFM insiders, the benefits of professional WFM software are so obvious that they don’t need explaining. WFM has a positive effect on customer experience, employee engagement and the bottom line. And they save an awful lot of time and effort compared to doing planning manually.
Unfortunately, the business case is often not so transparent to those who are responsible for signing off the expenditure. Industry expert Charles Watson of Innovative Workforce Solutions, together with Adeel Rahman, Contact Center Director at MVF, will reveal the anatomy of an irresistible business case for WFM software in the webinar.
Note: This webinar has already been hosted.
What you'll learn in this webinar
- How WFM software pays for itself
- Less obvious sources of return-on-investment
- How to estimate potential efficiency gains
- The importance of the small print
- How to make the case
Adeel Rahman is an experienced contact centre director with a demonstrated history of working in the internet industry. Highly skilled in strategy, operations management, coaching, sales, customer relationship management (CRM) and customer satisfaction. He is currently holds the position of contact center director with MVF - one of the UK’s leading tech and marketing companies, ranked the best place to work in the UK by the Sunday Times Best Companies List 2020.
Charles is a veteran of contact centers and workforce management, with over 20 years’ of experience across various industries. As a thought leader in contact center planning, he has published over 50 blogs and lead several webinars to help workforce management professionals deliver results for their organizations. He is currently heading up workforce management at eBay, where he oversees the workforce management strategy and delivery for their global contact centers.
Chris Dealy is a WFM Specialist at InVision, the company behind injixo - the award-winning pioneer of cloud workforce management and The Call Center School. Chris has over 20 years of experience in helping organisations of all sizes to up their game with workforce planning. Be it inaccurate forecasts, failing consistently to hit SLA, firefighting on the day, getting poor schedule adherence or just struggling with time-consuming and error-prone manual processes - Chris has seen it and can help find a solution.