Getting rid of WFM
Hi there, We're a 150 FTE call centre running a flexible system of schedules through WFM software Impact 360. Agent attrition has been high and the flexible schedules are being seen as the source of this. The Ops Manager wants to return to a system of fixed shifts administrated exclusively through Excel and do away with Impact completely, thereby reducing attrition and removing the cost of Verint. Has anyone got any thoughts on the advantages or possible ROI's of either approach to managing the workforce?