[ Workforce Optimization Technology Investment Analysis ] — Return on Investment Analysis are most commonly completed by the purveyors of technology. Our team has no vested interest in selling hardware of software. WFMG ROI services provide unbiased, objective analysis and measurement of the potential impact of deploying proposed workforce optimization solutions.

WFMG’s methodology, backed by decades of business analysis and contact center optimization, evaluates the specific requirements of your center and uncovers the cultural challenges that typically dilute the credibility of high level, vendor provided assessments.

Our ROI Technology Assessments address the specific business management goals of the contact center customer and are aligned with the customer's corporate business goals and strategies. WFMG provides these services to contact center operations, telecommunications departments and IT organizations.

WFMG also provides Audit Reviews to ensure that the ROI analysis documents provided by providers and other sources are properly scoped and realistic.

[ Workforce Optimization Technology Upgrade Evaluation ] — Many contact centers have bought into the value of upgrading their existing workforce optimization applications without a clear understanding of the complete costs and the benefits associated with that process. Upgrade fees, in many cases, may justify a review of alternative platforms. WFMG’s upgrade analysis will provide the unbiased measurement of the cost and the opportunities associated with upgrading or create the business case for considering a review of other solutions.

[ Workforce Management Optimization Impact Analysis ] — Many contact center managers are seeking to leverage the investments they have already made in people and technology. These managers recognize that refined setup, training, processes and procedures will generate significant returns on investments beyond the gains realized during initial deployment. These managers are also wondering just how well they are performing and what the cost and value is for investing specifically in these areas.

The WMO Optimization Impact Analysis benchmarks a contact centers current performance and quantifies the impact of improving efficiencies on the bottom line profitability of the center through investments in WFMG Professional Services.

The WMO Optimization Impact Analysis includes a review of current contact center operational tactics and practices and delivers return on investment expertise to capture key business, operational, and financial metrics that measure and drive those practices. Our two-person consulting team will work with your contact center staff to identify areas that represent opportunities for enhanced workforce optimization, and will quantify the ROI impact of capturing those opportunities.

[ For Technology Providers ]

[ ROI Business Case Development and Delivery ] — As important as an ROI business case is to the buyer’s decision-making process, it is more valuable when it is delivered by an unbiased, objective party.

WFMG’s vendor-based ROI Business Case Development and Delivery service alleviates the biased perception of the vendor’s ROI analysis by allowing the vendor to engage WFMG to develop and deliver the ROI business case. Our ROI analysts work with your sales team in a joint effort to deliver the highest value proposition to a potential buyer that will ensure a positive sales result.

[ ROI Process and Delivery Strategy ] — The structure and detail of an ROI business case development and delivery methodology (e.g. ROI tools, collateral, and processes) ultimately determines the credibility and acceptance of the business case presented to a potential customer, and highly influences the success of closing the sale. In order for the delivery of an ROI business case to be successful, key components of the methodology need to be finely crafted, and the discovery, development, and delivery cycles need to be managed in such a way that the prospective customer embraces and endorses the collaborative effort. If the ROI Business Case delivery process is managed successfully, the prospective customer will support the ROI Business Case, be empowered to articulate it internally and feel confident in taking it up the organizational ladder to the decision-making group.

For the ROI Process and Delivery Strategy service, WFMG works with providers targeting the contact center market who want to establish a rock-solid ROI value proposition that sets them apart from the competition. Our expertise in refining and enhancing a company's ROI sales and marketing practices enables our clients to deliver a powerful business case that captures more revenue faster by streamlining the sales cycle, reducing the cost of the sale, and increasing their sales conversion rate.