How to Make a Rock-Solid WFM Business Case


The axiom ‘money talks’ applies to WFM software! In this eBook, we explore the return on investment for WFM and share proven tips for identifying it, calculating it & presenting it. The tips apply whether you are implementing a WFM system for the first time, or upgrading from a system that you’ve outgrown.

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What you'll find inside

Sources of WFM ROI

Workforce Management (WFM) systems offer transformative benefits for contact center operations by reducing costs and enhancing employee satisfaction. They streamline key aspects like labor, planning, and hiring. We examine how WFM achieves these benefits in detail.

Calculating WFM ROI

To assess the impact of WFM software, analyze both costs, such as SaaS fees and training expenses, and benefits, including reduced agent labor and planner costs. 

Gather Data > Estimate Improvement > Calculate

Content of the Business Case

Sad but true: very few people in senior leadership positions read business cases in their entirety. You never get a second chance to make a first impression, so it’s important to get your message across on the first page. But what should you present?