Myths of Workforce Optimization

Telrex was included in an article posted on ContactCenterWorld.com about the myths of workforce optimization. Here are the misconceptions that we submitted for the article:

“Misconception #1: It’s expensive. Workforce optimization solutions do not need to break the bank. Affordable enterprise-class solutions are available at every price point. Subscription-based licenses are offered by companies like Telrex, lowering the cost of entry and making workforce optimization technology available to companies of all sizes.

Misconception #2: It’s difficult. Workforce optimization solutions do not have to be difficult. Solutions are available that are easy to use and can be installed in a matter of hours. Once installed, call recording, agent evaluation, and workforce management software solutions can be intuitive; allowing managers and administrators to quickly access contact center information with the click of a button.”

Do you agree with the misconceptions listed in the article about workforce optimization solutions? What other issues or misbeliefs have you encountered?