Calculating benefit from WFM tool

5 pts.
Tags:
Call Center
WFM
Hi, We trying to get the right way to measure the benefit of a WFM tool implementation in a large call center. What are the key measures? Or the right CTQ drill down?
  1. We have L2R but that can be influenced by many other factors.
  2. Schd efficiency, we do not have a baseline - because there was no way to measure
  3. Business is not doing the best on schd adherence
Any other suggestions? Regards, Shalini
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