Aug 06, 2013
By: Lori Kyker
Change can be difficult. Often, change is resisted even when it will enhance our life or make it easier. We create justifications for our resistance and over time, the justifications become accepted reasons without further analysis. Technology is designed to make our jobs less tedious; however, many contact centers struggle with implementation or full deployment of software designed to automate the forecasting process. For example, many centers find it challenging to transition from using spreadsheets to utilizing a workforce management tool that not only streamlines processes, but provides a strong return on investment.
There are three common reasons for reluctance to proceed with process automation:
Belief that internal productivity metrics cannot tie in with workforce management tools
Size of the center