Making the decision to purchase workforce management (WFM) software carries its share of concerns. Selecting the right solution that responds to organizational objectives and user needs, smoothly implemented in your actual work environment in accordance with standard practices is not a simple task. Not by any means! Many implementation projects have been launched with the promise of impressive returns on investment – only to fail to materialize. While there are many reasons contact center organizations may not achieve success, a key factor you should take into account at the time of solution selection and purchase is: the purchase of a WFM solution is not the end goal or the answer to all your requirements.
Let’s not forget that the raison d’être of workforce management software is to automate key organizational functions. But also keep in mind that the purpose of technology is to respond to a need, not to create one. Without a clearly defined roadmap dictating your requirements and how your chosen WFM solution will fulfill these requirements, you’ll never fully capitalize on your technology objective or achieve true digital transformation.
Key steps to successfully implement Workforce Management software
It should be no surprise that implementing workforce management software is a long and complicated process full of challenges. The decision to purchase software is just the first step, but it should not be seen as the final one. It requires a detailed process with key checkpoints along the way, and documented best practices.
When implementing workforce management software successfully, organizations need to consider several factors that will influence both technology selection and how it will be implemented within the contact center environment.
Workforce management software is an investment that aims to optimize the meeting of organizational needs and operational requirements while reaching all objectives. In this context, there are many key steps required for an implementation project to be successful at all levels.
How to orchestrate a WFM implementation project:
For this type of implementation project, the key is to align decisions with operational requirements, while taking the time to clearly identify what these requirements are.
“The most frequent solution implementation pitfall to avoid is building a project focused on technology without considering the actual needs of the organization.”
– INORIA
1. Clearly identify the WFM needs you aim to fulfill
It goes without saying, but we’ll say it anyway… your employees are the most important resource in the contact center. It is extremely important to keep this in mind in order to reach the expected organizational performance and revenue you desire. The positive outcome of the project relies on the part played by operational stakeholders and on optimal planning, which takes into account your various needs (organizational, departmental and personal).
The optimal implementation process consists of accurately defining the current and desired situations, and of identifying and documenting discrepancies. This process makes it possible to see the big picture and avoid issues that may arise during the implementation. It also allows for a smoother transition within your teams.
At this stage, operational stakeholders should clearly identify their needs and requirements, and explain their subsequent impact on desired processes and on the project itself. Well documented needs and sufficient knowledge of the changes associated with the implementation will result in sound change management, a reduction of said impacts and the creation of favorable project conditions.
2. One of the best practices to ensure a successful project is to follow each step of the implementation process with a test group
This practical implementation phase will provide the opportunity to take into account feedback from agents and managers, and to identify gaps or risks that may have otherwise been missed. The use of a test group is an opportunity to evaluate the solution’s effectiveness and efficiency.
Plus, never underestimate the effects of change management:
- Involve operational teams in every step of the process
- Demonstrate the impact of change
- Explain decisions taken for greater understanding and acceptance
3. The action plan must be detailed
The implementation of such software will change the way the contact center operates and has a significant impact on agent working conditions. In other words, the development, analysis and test phases are critical to the project’s success.
Make sure that the pilot project is well organized, the impacts have been analyzed and the adjustments are planned prior to full deployment. Following the process step-by-step is the key to success! Do not underestimate the time needed for the implementation, including the test phase, the impact analysis and the arrangement of necessary adjustments prior to full deployment.
4. Share information with all WFM stakeholder teams
Often, we forget just how important communication is for project success. Clearly define the project and communicate it internally (at all levels and to all teams involved) and externally (i.e. to suppliers) as needed. Roles and objectives of all teams involved should be well defined and operational units should lead the project.
It is extremely important to clearly inform all stakeholders before, during and after the implementation process. This is an opportunity to identify issues and their overall impact. Remember, communication can make or break your implementation project. Don’t less the lack of communication spell disaster for your team.
5. Post-implementation analysis
The final step in the WFM implementation project consists of the post-mortem analysis, the purpose of which is to highlight elements for the optimal use of the newly implemented software. At this point, an assessment may be carried out to estimate the extent to which practices have been established and how tools are used.
In this way, the implementation team will be able to ensure the development of both the software and the WFM teams. No matter the part to be played in the process, make sure to assist the operational units from production and post-mortem through to the follow-up phases.
Regular monitoring and follow-ups are required to analyze whether your newly implemented WFM solution meets expectations. By reviewing lessons learned you can also identify areas for improvement that allow you to increase decision-making effectiveness, reduced costs, improve customer experience, and improve user satisfaction.
Ensure an effective implementation of workforce management software
A workforce management software implementation project has the best chance of success when all winning conditions are carefully brought together. The workforce management experts at Inoria act as your contact center advocates guiding you throughout your digital transformation. We’ll help pave the way to success!
