We are fairly new to using a service like PureCloud to manage our call center and customer interactions.  We have a small staff (5 agents) but have started to realize that we do need some way to manage our workforce.  We are not ready to invest in any product solutions; but were wondering if there are some small and cheap things we can be doing now to get better management in place?

This keeps showing up as unanswered...so I'm putting in a generic reply to get it off that list :-)

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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
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Original Message:
Sent: 09-13-2016 10:59
From: Scott Thomas
Subject: WFM Tips for a Small Call Center?

We are fairly new to using a service like PureCloud to manage our call center and customer interactions.  We have a small staff (5 agents) but have started to realize that we do need some way to manage our workforce.  We are not ready to invest in any product solutions; but were wondering if there are some small and cheap things we can be doing now to get better management in place?

I typically suggest WFM when you get around the 30-50 agent mark.  It is just not enough data to let it work as designed with fewer agents.  Also, if all your agents are 8-5 M-F, there is no reason for WFM because there is no variability in the work plans aside from scheduling breaks and meals which with static schedule rarely change.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 09-13-2016 10:59
From: Scott Thomas
Subject: WFM Tips for a Small Call Center?

We are fairly new to using a service like PureCloud to manage our call center and customer interactions.  We have a small staff (5 agents) but have started to realize that we do need some way to manage our workforce.  We are not ready to invest in any product solutions; but were wondering if there are some small and cheap things we can be doing now to get better management in place?