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The Case for Workforce Management in a Down Economy

January 14, 2009

As call centers have a reputation for being a drain on company resources, the technology that the call center leader may want to purchase for its operational purposes may come into question. Will it benefit the organization overall? Is it necessary for optimal performance? What is the total cost of ownership?

While these questions will arise no matter the department, they can include an added amount of pressure for the contact center as it already puts a strain on the organization’s capital resources. So, if the contact center manager wishes to invest in a workforce management solution, he or she needs to be able to answer important questions about that solution.

One particular industry where workforce management solutions have proven their worth is the retail industry. Recent technology studies, including the Retail Technology Study, the Mid-Market Tech Trends Study and the Supermarket Tech Trends Study have all identified workforce management as a key priority for optimal performance.

In this industry, leaders understand that labor is the largest controllable expense and as a result, they continue to seek ways to optimize the workforce. Solutions such as workforce management are designed to accommodate a changing workplace where the season or the economy can dictate the volume and need for employees to be in place.

As the U.S. continues to struggle with the downturn in the economy, sales for a number of organizations are suffering and it is having a domino effect throughout the country. As a result, companies are looking for ways to trim costs and in many cases, individuals are losing their jobs.

When such a climate exists, the case for new software implementations is a tough one, no matter the department or the company. When decision makers come to understand the benefits that workforce management solutions can provide to the bottom line, the cost of the solution is greatly outweighed by the advantages that can be realized.

Progressive companies know that in times of cutting back, it is still important to keep customer service as a priority. After all, it is still more expensive to acquire a new customer than it is to keep an old one. Consistent performance in customer service helps to protect the customer base and streamlined processes within the contact center help to maintain that standard.

By working with a proven provider in workforce management solutions, such as Monet Software, contact centers can learn the best method for optimizing the workforce and how the solution delivers a strong return on investment. By examining the overall impact of the solution, decision makers will quickly learn how the solution can pay for itself.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan's articles, please visit her columnist page.

Edited by
Michelle Robart

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