Accelerating Your WFM Solution’s Time-To-Value

You’ve decided, or are thinking about switching from spreadsheets to workforce management software. You’ll be surprised at how easy and fast the process can be.

There’s no question that a robust Workforce Management software solution is transformational - especially for contact centers previously using spreadsheets for forecasting and scheduling. Those making the move from spreadsheets realize a range of business-critical benefits, including:

• increased forecast accuracy
• Increased schedule optimization
• elimination of errors and complexity associated with spreadsheets
• schedules that can be adapted quickly - even within a given day - in response to unexpected changes in customer demand and agent availability
• managers with more time to devote to strategic issues, rather than administrative tasks
• more empowered and satisfied agents
• improved customer experience

The first question you might ask is “Great, but how soon can I  get it up and running?” There’s no one-size-fits-all answer. One thing’s for sure, though – with the right provider and WFM tool, it doesn’t have to be complex, time-consuming or, expensive.

Pre-Implementation: Clarity shortens time-to-value

A WFM provider that pays careful attention to upfront planning – creating a detailed roadmap that considers all factors – will keep you from veering off-course, keep costs and disruption down, and get you to your target faster.

Ask your WFM provider  about their discovery process prior to deployment. They should be prepared to collaborate with you to develop:

• Well-defined WFM objectives
• A clear understanding of existing processes/procedures, any gaps or areas for improvement
• A closely defined project scope
• Carefully prepared documentation and well-built templates
• Deployment/training processes based on interviews with intended users

An important point - As you talk to providers about how they approach deployment planning, ask them about deployment flexibility. Think about your IT infrastructure as it exists now and how it may evolve over time. Maybe you’re looking at an on-premise data center implementation now, but there’s always a possibility you’ll be migrating all or part of your IT infrastructure to the cloud in the future.

• Can the WFM solution be deployed on-premise, in the cloud and in a hybrid environment?
• How quickly can the provider deploy it in each environment?

Training: Tailored and precise processes

Ask the WFM provider to explain their onboarding/training structure and philosophy. Training  specific to your contact center and tailored to roles within it, with clearly defined responsibilities and milestones, will allow your users to fully exploit the value of your WFM software.

If your contact center has been operating from spreadsheets, chances are many of your staff have limited experience with WFM software. Being trained and supported by instructors who understand contact center needs  and speak their language accelerates training.  Some WFM providers also offer training in the form of self-paced videos that supplement instructor-led training session and effectively accelerate the onboarding process.

The WFM solution: Simplicity and intuitiveness reduces training time

The shortest distance between any two points is a straight line. That same principle should apply to the WFM software user interface (UI) and user experience (UX). A solution that forces a journey through numerous complicated screens or jumps from one application to another to do their job is poorly designed and reflects a poor understanding of its users. The result? It takes users longer to become proficient in the system.

The better designed the solution, the faster users will get up and running, and the less training they’ll need. If you want to minimize WFM software’s time-to-value in your contact center, evaluate the solution’s UI and UX:

• Regarding the user interface (the screens the user interacts with to do their job):
  • Review the UI design to ensure the screens your users will be working on all day are clean, attractive and intuitive.
• Regarding the user experience (how users navigate through the solution from log in until they complete their assigned task):
  • Make sure the UX is straightforward, leading the user logically through the features they need, and not overloading them with unnecessary features and/or data.

We’ve addressed a few major factors influencing WFM software deployment time. There are others, of course, including the size and complexity of your organization and the specific WFM features you’re deploying. Your choice of the right WFM provider will help you navigate every factor quickly, while setting you up for long-term success.

Questions about how quickly we can get Eleveo WFM working for your contact center?

We’d be happy to put you in touch with one of our professionals to outline our implementation, training and support processes.