Many contact centers have still not discovered the cost and service benefits derived from workforce management (WFM) software. Managers seeking to convince company executives to approve this purchase or upgrade an existing solution may encounter objections based on concerns over cost, the uncertainty of change, and whether WFM will really be better than the system already in place. However, all of these doubts can be easily addressed by enumerating the many advantages WFM provides, especially when delivered via the cloud.
