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Article : Get the Most from Your Workforce Management Software
Companies purchase software to find solutions for specific problems. However, once the purchase is completed and the problem solved, many companies never take full advantage of their solution, or fail to utilize all the features available with their purchase. Failure to fully utilize your software results in loss of potential cost savings and an inability to completely recapture return on investment. There are six simple steps you can follow to ensure you are receiving maximum benefit from your workforce management (WFM) purchase.
1.Invest in a quality WFM system that has stood the test of time.
Investing in a quality WFM system offers an advantage that helps ensure you will not encounter some of the same problems you are trying to resolve initially. Purchasing a software system that does not meet your needs or cannot grow with your company is a costly mistake that can be difficult to remedy. Ensure your system can collect enough data to generate an accurate forecast and accommodates all variables that exist with scheduling.
2.Partner with your vendor.
Purchase WFM software from a vendor who will partner with you and understands your specific needs. Choose a vendor who specializes in WFM and is prepared to work with you through any potential problems. Vendors who offer a complete suite of products may not fully understand WFM or are unable to resolve issues that arise with their software. Forming a partner relationship with your vendor is an added benefit that allows for peace of mind knowing you have a resource that not only resolves problems, but helps strategize for future planning.
3.Management buy-in is a key to full utilization of resources.
Full utilization includes upgrades and ongoing training. Software utilization is a mindset. Commitment to taking advantage of everything offered is the most efficient way to get the most from your investment. It is easier for users to comply with ongoing training if they know they will receive support from management.
4.Ongoing training should be part of the corporate budget.
Management should commit not only to dollars spent for purchase of software, but ongoing training as well. When purchasing a WFM solution, factor in costs for future training for new employees as well as ongoing training for existing users. Support lines are valuable for resolving certain issues but may lack the ability to fully address your company’s needs and cannot replace the benefits of training.
5.Each supervisor should go through training.
When an existing supervisor is replaced, the new employee should receive their own training. Second-generation training allows for approximately 50% training knowledge. If the employee who receives only 50% knowledge trains a third person, that person will receive 15-20% training knowledge.
6.Take advantage of upgrades and get trained on them.
Upgrades are created for your benefit. Training on upgrades ensures your software is working at maximum capacity for you. When upgrades are introduced, ensure training is received that will enhance your ability to understand and receive its full benefit.
The benefits of a commitment to full utilization of software are that the system will perform as advertised, resulting in savings and prevention of future problems. Ensure your WFM software is working for you and you are receiving maximum return on your investment.
Today's Tip of the Day - Don’t Just Record Your Agents
More Editorial From Pipkins Inc.
About Bob Webb:
Bob Webb has spent over twenty years in various aspects of the telecommunications and data processing industries. He was introduced to the world of call centers and the workforce management industry and became Vice President of Sales for Pipkins in October 1996.
About Pipkins Inc.:
Pipkins Inc., founded in 1983, is a supplier of workforce management software and services to the contact center industry. Its Vantage Point WFM solution enables managers to solve the complicated operational issues in today’s complex, omni-channel contact center environments and back office operations. Pipkins’ systems forecast and schedule more than 300,000 agents in more than 500 locations across all industries worldwide. The company is headquartered in St. Louis, Missouri.
Published: Friday, November 8, 2013