Building The Case For Best-Of-Breed Workforce Management Vendors
According to the PELORUS 2009 Workforce Management Report, workforce management solutions have come a long way since the early iterations which were hard to use and error-prone, particularly with respect to forecasting. Most top vendors have complete product offerings and their models have improved to account for multiple skill sets, locations, time zones, and channels. Schedules can now be built to 30-minute increments, or even 5 minutes, in some cases. Forecasting engines are now more sophisticated and use simulations that take into account a myriad of factors, including known events such as new product releases and special events.