Hi All,

I have recently joined a company that currently has no WFM system in place. The scheduling and forecasting is completed in a very crued way using a template on Microsoft Excel. Which doesn't take into account breaks or lunches.

I am looking to put together a presentation to put to the managers for the implementation of a WFM system. I have used Aspect whilst at Virgin Media, whilst i did find this quite easy to use, I have no idea what else it out there.

Does anyone have any suggestions as to what I may be able to put into place. The contact centre currently only has 90 heads, but they are looking to expand so I would think a system that can cope with at least 150 heads would be more suitable.

Any help would be fantastic. The only system currently in place here is CMS for the Real Time side of things, but from what I have seen of it I don't think it could be integrated with a WFM system.

Many Thanks in advance guys.

Gary

I'll sound a bit like a broken record but this topic has been discussed in a lot of depth here, use the search and see if you can find something.

On a more helpful note I will tell you that almost any WFM system could be integrated into CMS (or more correctly your Avaya switch). For a site your size I would suggest Blue Pumpkin is a good solution.

I'd also suggest that you contact a variety of vendors and ask them to do the presentations, they love doing it! :)

Some of them like IEX have an SMB offering which can allow you to leverage the expertise gained in the larger end market and apply it to a smaller centre at a lower cost of entry.