In almost all cases, forecasting, staffing and scheduling will be done on a desktop or laptop, where the full range of metrics that would influence such decisions are accessible. With a cloud-based solution, there is some mobility and flexibility already "built-in", since workforce planning and scheduling can be done on any computer or even a tablet from anywhere with Internet access.
So, what is the more realistic usage scenario for mobile workforce management for contact centers? When you’re on the road, or in an airport, or taking a day off to attend your son’s soccer game, and you just need to check in or obtain a status report, there’s no need to have every workforce management feature on your phone or tablet. As long as you get automated alerts and key metrics, and take action on any adherence issues that require immediate attention, that should be all you will want or need from mobile capabilities. We think that mobile WFM for contact centers is based on two main use cases:
- Automatically getting alerts of key metrics (e.g. adherence, service level, call volumes, etc.)
- Immediately taking action by logging into the web-based WFM solution from wherever you are