Hi there
Thanks for your email.
My suggestion to you would be to get at least 3 vendor's quote (ie IEX and 2 other competitors in the market place) and look at the features and benefits that the WFM software will provide to your call centre.
In order to create a business case - you will need to speak with your Call Centre Manager, Team Leaders, Agents in the centre to ascertain what the requirement is, what the issues are and how will the WFM software solve those problems.
Senior Management will be focussed on Return on Investment (ROI)
Call Centre Manager's focus will be adherence to schedule and effective forecasting and scheduling
Team Leaders focus may be real time monitoring, quality monitoring and coaching.
Agents focus may be to be able to view schedules via the web and request shift swaps/bids and time off.
You will need to understand what the key issues are surrounding your call centre and then draft the business requirements and business case for submission to senior management.
Hope this helps!
Cheers
Victoria Zicopoulos
victoria.zicopoulos@premier.com.au
+61 3 9200 7759