User Reviews
WFM Wisdom by L3 Prime
USER REVIEWS - All reviews
Purchased Date: September 01, 2009
Customer Support Supervisor, Lakeland Electric
August 18, 2010
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Pros
This is a great package, not just the software but the team. They did a lot more than install a WFM solution; they walked us through the process of understanding the exact periods where our staffing patterns had deviated above or below total demand for service. It was a revelation to discover that our old forecasting methods had pushed us away from where we needed to be to best service customers. They then worked with us to find a balance between the types of schedules that agents had become accustomed to and the necessary re-allocations.
Cons
Nothing bad to say. Any time there has been a problem, weve called support and had our issues resolved. If we forget how to do something, we share our screen/mouse and they guide us through. They make extensive use of Goto Meeting. Its like sitting next to the support team. When new features come out, they set up a remote session to demonstrate the improvements and gather feedback.
Overall
The software works great, the support department is easy to reach and very fast at resolving difficulties. They dont nickel and dime the way other vendors seem to do. We pay an annual support fee and thats it. They have never said that something has been out of scope--even new feature requests. Its pretty cool to ask for something useful and get it days later simply because you say you need it.
Purchased Date: September 01, 2009
Call Center Manager, Call Center Manager
August 12, 2010
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Pros
Prior to using WFM Wisdom, we faced significant planning challenges:
- Our calling patterns are volatile, not random and we encounter frequent spikes
- When calls do spike, many callers hang-up upon hearing the wait time message
- Callers who do enter the queue during a spike tend not to abandon.
Using Erlang, our forecasts were a mess. Those forecasts had no concept of the deflected callers, rapidly building demand and carry-over effects. Those forecasts would shift agents out of peak periods and tell us we were overstaffed on some of our busiest days. It was very frustrating to conduct planning with a method that could only shrink us away from our customers.
With WFM Wisdom, those problems are gone. We see the real demand and get an effective re-allocation of resources. We finally have a clear picture of exactly how to staff, hire and grow.
Also, we have fully automated forecasting, scheduling, shift bidding, vacation bidding, shift trades and time-off management.
Cons
There is very little to complain about. Any time we have suggested new features, the corresponding enhancements have been delivered within days or at most a few weeks. Every new feature has been supplied to us as a no-cost maintenance update. Occasionally, the new feature betas have had some minor bugs but these too are quickly resolved, most often on the same day.
Overall
As a government organization, all our procurements are through competitive bidding. WFM Wisdom was selected based on features and cost. No other vendor could meet as many of the requirements and the cost was the lowest.
Purchased Date: September 01, 2007
Teleservice Manager, Alterna Savings
August 12, 2010
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Pros
We purchased this in 2007. The implementation took just 2 weeks and we saw immediate improvements in forecasting, service levels, absenteeism and reductions in administrative time and effort. Agents love the shift trading because the web interface does all the work for them. Real time Adherence in this product is years ahead of what the competition have to offer. Forecasting and scheduling are effortless. Agents get consistent schedules. I get efficient labor allocation.
Cons
Initially, we had difficulty remembering the steps to create forecasts and schedules. Not because the steps were hard but because it is a brief process that only gets exercised once a month. In response to those challenges, the company added fully automated recurring production timetables. Now we just sit back and let it happen.
Overall
Every facet of this software is fully web based and easy to use. The forecasting does things that no competitor can match. We have long calls, carry-over effects and event driven activity that do not fit within the limitations of the ancient forecasting methods used by other vendors. Given the choice between using a coarse 100-year old planning method and a modern granular planning method, I know we made the right selection.
