workforce management

[nagif]

Is there any Free to use workforce management software?
Can any one help us in this matter?

[rdaley1971]

I can offer some advice on workforce management (WFM) in general. I am not aware of any free software, like an open source application.

What are you trying to do, forecast and schedule, real-time monitoring for schedule adherence, or plan for future call load and staffing capacity?

I would guess a budget restriction has you looking for free software, but WFM is something you should formally budget for. I think it's the most critical technology after your ACD/PBX. If you think about it, labor costs are typically around 80% of the ongoing operating expenses in a contact center. If you can better manage your labor, then you can better manage your operating costs. It may free up budget dollars for some of the other things you have been wanting, like that quality monitoring system, or team incentives. I can also help you put together an ROI analysis.

rick.daley@invisionwfm.com