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How many agents do you have?
How many planners/supervisors would also need access to your WFM tool?
What is your average all-in agent cost per yearmonthhour per agent (including taxes, benefits, etc.)?
How many hours per week do agents work on average?
How much scheduling flexiblity would you like?
Do you currently use a WFM tool?
What are your costs per monthyear for your existing WFM system?
Are you currently meeting your service level goals?
Do you use real-time adherence?
Do you sell products or services in your contact center?
What is your sales profit in the center per yearmonth?
What percentage increase do you expect from reducing abandoned sales calls?