workforce solutions

[yukihiro]

i'm doing a study on the contact center industry and part of it deals with a comparative analysis on different workforce management solutions.

for call centers who utilize blue pumpkin, aspect and iex, what are some of the problems you've encountered with these workforce solutions? how about the other brands? how are these problems resolved?

hope to receive feedback from you, guys!
thanx

[Timothy G. Moore]

Check out RightForce too. They are a web-based solution in this area and are quite good.

[Trevor]

We've used TCS, and older version of Blue Pumpkin (very no frills) and Rightforce. The biggest challenge with all of them as been to match scheduling methodology of the software with our policies and more importantly, our employees expectations. RightForce has been the best in this area as it offers several options for creating / assigning schedules. Planning optimization (like TCS where schedules/shifts are created based on need and then agents are assigned to those schedules or Operational optimization where agents are assigned schedules using a 'best fit' method (like the ver. of BP) or the ability to have 'fixed' schedules on a rotation if you like.

[yukihiro]

thanx, tim and trevor.

after more than a week, finally done with the study and yes, i've included rightforce and your inputs were well noted.

again, thanx, guys.