Neil-
I suggest IEX (www.iex.com) – I have used a variety of WFM products and find this tool to be the most intuitive and productive with the ability to scale as a call center matures. You can email me @ jean.wenzel@queuestar.com if you have any specific questions. I have worked in the industry for over 16 years and have an expertise in WFM process and products.
Good luck!
Jean