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09-18-2008, 10:53 PM
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ROI For A WFM/ Performance Support Team
I am a Manager with 15 years experience in a startup contact center and my leadership is not call center-centric....
I was wondering if anyone has a template for ROI on creating a WFM and Performance Support team. I really only need 1 or 2 people at this stage but will really have to sell it. I am struggling because I have always worked for people who "get" this industry and needed very little convincing. Any ideas will be greatly appreciated. You may contact me directly at shena.baez@invmed.com or post here. Thank you in advance!
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Shena Manager, Customer Service Programs Inverness Medical Innovations, NA 
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