Workforce Management

[matt dalton]

I have been asked to write a report discussing the various merits of the workforce management tools I feel would benefit my company. I have whittled the list down to GMT Planet, IEX Totalview, Pipkins, Q-Max and Witness. Obviously all the sites are trying to sell a product so I don't fully trust their opinions. Could anybody who has worked with any of these systems please help me out with some pros and cons of each system?

[pgoldberg@S&P]

After 10 years of working with numerous workforce products, I highly recommend IEX if it's within budget. Their server-based licensing is great for a growing call center, and they are consistently recognized for their R&D.

It would be easier to help if I knew the size / number of locations you are scheduling, type of contacts (calls, emails, chat) and the type of growth (no growth, medium growth, lots of growth) expected in the next two years.

Patrick Goldberg
patrick.goldberg@sandpgroup.com
http://www.sandpgroup.com

[matt dalton]

Cheers Patrick. At the moment we only have about 70 agents on one site with no skill assignments. All agents do both in and outbound calls and are trained to deal with all types of calls. We plan to possibly merge another office into the system and we also plan to expand this site. I'm not sure of numbers but I know it will be into the hundreds.

[Optif]

Hi Matt

I have worked with all the WFM systems defined.

I recommend IEX too,but in this case,it would be an overkill.

Try teleopti.It s cheaper and works best in the environment u suggested.

Gaurav