Workforce Management as a Service is a wonderful tool that helps contact centers maximize ROI on their most expensive line item, their agents. But it requires a skilled and experienced contact center professional to run it, particularly when it comes to forecasting accuracy, which kills your ROI if done poorly. Here’s why budgeting for a WFMaaS expert like Chuck Swain is more than worth the investment.
Chuck Swain is a career Contact Center Workforce Management professional and business consultant in the Workforce Management space. If you’re struggling to put the right strategies to work, Chuck has some expert-level lessons you don’t want to miss.
3 Reasons Organizations Struggle with Implementing a Successful WFM Program for Workforce Optimization.
- Highly skilled professionals like Chuck are difficult to find.
- Even when you find them, they are even more difficult to hire.
- Finally, most organizations can’t afford to meet the salary requirements of a top person.
If you are in this group that needs WFM, but are struggling to put the right person/team in place, then
we have the solution for you.
WFMaaS provides your organization with outsourced expert forecasting, scheduling and analysis enabling you to effectively improve contact center management, in real-time, with measurable KPI’s delivered to your inbox daily. Boost agent productivity and increase customer satisfaction with actionable insights into your workforce management strategy. With WFMaaS, there is no mystery or magic behind achieving optimal agent schedules, customer interaction, and forecasting accuracy. It’s all in the data. Let us show you. Schedule a Discovery Session on the calendar above.
Workforce Management consultant Chuck Swain gives expert advice on combating high turnover and employee burnout to protect your most valuable resource; people.
Workforce management is not just about schedules. It’s about ensuring that your staff remains a finely-tuned resource for clients by budgeting for training.
See how metrics like attrition rate and shrinkage inform Chuck’s perspective on hiring new agents after a staffing loss.
Vince Fulgenzi threw open the doors of VITEC in ‘89 and has never looked back. He cut his teeth, as a business owner, on voicemail/voice processing systems and put VITEC on the map with unwavering dedication, lucrative solutions and a well assembled team that has earned him the outstanding reputation as a contact center expert.
Vince is the trusted advisor for centers around the globe. He is called upon regularly to offer counsel to executives, leadership groups and teams interested in improving the effectiveness and efficiencies of their respective enterprises. Vince’s two term stint as president of the ACCP (Association of Contact Center Professionals) further solidified his perch as a proven specialist in the contact center arena.