Too often the WFM teams find themselves caught between two worlds. Between data-driven decisions and gut feeling, between customer needs and agent needs, between automated workflows and manual interventions. How often have you heard “WFM is both art and science”, and it’s true! Sometimes the tension benefits the environment, refining processes and people towards excellence. Other times the tension is unnecessary and just causes friction without benefit. That unnecessary friction, lacking any real benefit, is often because of pointless manual work. Do any of these manual processes sound similar to your environment?
The PTO Balancing Act
You have a workforce management software that can approve or decline PTO requests based on forecasting and staffing. It’s a powerful tool, but it falls short in one critical aspect—it can’t see your agents’ actual PTO balances. The result? Your WFM team ends up manually approving or declining requests, creating unnecessary work. Or perhaps, your system has a bucket for PTO balances, but it’s not synced with the HR/payroll system, and you’re still left with a manual process to ensure alignment. It’s a headache, to say the least.
The scenario becomes even more challenging during peak vacation season when many of your agents need the same day(s) off. It’s not only adding unnecessary frustration to your WFM team’s process, but it also adds a delay to the approval process for your agents. All because two systems don’t automatically synch up.
The Isolated Omnichannel Platform
You’ve invested in a cutting-edge omnichannel platform that promises to revolutionize your operations. It’s packed with features, but here’s the catch—it’s not connected to the rest of your ecosystem. Quality management, workforce management, performance management—everything has to be manually linked to the new platform. The IT team assures you they’ll build an automated process, but they’re swamped, and it won’t happen anytime soon. Now you’re stuck with manual data entry and countless workarounds.
This isolation not only hampers efficiency but also hinders your ability to adapt quickly to changing customer needs. You find yourself in a dilemma, torn between the potential of the omnichannel platform and the reality of manual data integration.
Your role as a WFM leader is about optimizing resources and ensuring that customer interactions run smoothly. The disconnect between your new omnichannel platform and the rest of your tools is like driving a high-performance car on a muddy track. You have the power, but the environment holds you back.
The Not So Real-Time Dilemma
Your WFM and ACD platforms talk to each other, but it’s a conversation that happens only once an hour. The data is reliable, and you can reforecast intraday, but there’s a crucial piece missing. You can’t monitor agent statuses in real time against their schedules. It’s a back-and-forth game, and it consumes your day.
You see the agent status on one screen and look to another screen to see their schedule. By the time you realize that they are in the wrong state they’ve already moved on and you’ve lost them in a sea of agent extensions. Your real-time adherence team spends their whole day trying to move back and forth between two screens that you’re concerned they might need FMLA to deal with the whiplash!
The hour-by-hour data transfer may not seem like a big issue, but in the world of WFM, a lot can happen in an hour. Service levels can fluctuate, agents can become unavailable, and customer interactions need immediate attention. The inability to monitor agent status in real-time adds unnecessary complexity and manual processes to your already chaotic environment.
Maybe There’s Another Way
Now, picture this: Call Design connectors that make all your horribly manual processes go away.
No more manually checking the HR system to find the PTO balances. With the right connectors, the information can be brought into the WFM tool AND the information can be pushed back into the HR system. So now your WFM team can fully leverage the automation your platform has but was lacking the real PTO balances.
Your omnichannel platform can seamlessly integrate with the rest of your tools with the right connectors. Eliminating manual data entry and giving your WFM team’s Ctrl C and Ctrl V buttons a rest.
The hourly data feed becomes real-time, letting you track agent statuses against real-time schedules effortlessly, and your RTA team sings your praises.
As a WFM leader, the impact of these data connectors goes beyond solving technical challenges. It’s about creating a work environment where your team can focus on what truly matters—delivering exceptional service while maintaining a work-life balance. These connectors might just be the missing piece of the puzzle that empowers you to excel in your role.
In the world of WFM, challenges are aplenty, but solutions are invaluable. Call Design’s data connectors are not just a technological fix; they’re a lifeline for WFM leaders who understand the nuances of their role. They empower you to make informed decisions, save time, and focus on what truly matters—creating a happy, engaged, fulfilled, and aligned workforce.
La temporalidad de festividades del Q4 ha llegado, ese momento del año cuando las demandas puestas sobre el equipo de Workforce Management (WFM) presentan más retos. Llegan uno tras otro: Acción de Gracias, Black Friday, Cyber Monday, Navidad, Hanukkah, Kwanzaa y Año Nuevo, cuando los centros de contacto deben equilibrar los extremos de lo que quieren los clientes y lo que quieren los agentes.
En nuestra lista de deseos para este blog: consideraciones de planificación específicas que pueden ayudar a su equipo de WFM a lograr ese equilibrio esencial y ganar la temporada navideña del Q4.
Su equipo de WFM (el regalo que sigue dando)
Hasta el peor Grinch de un contact center tiene que reconocer el papel fundamental del equipo de WFM durante las fiestas. Su experiencia y sus conocimientos en la resolución de problemas desempeñan un papel fundamental a la hora de determinar si las vacaciones de un contact center serán felices y brillantes o se convertirán en una Navidad azul.
No se trata sólo de satisfacer las demandas de los clientes, sino también de garantizar que sus agentes dispongan de la flexibilidad necesaria para pasar tiempo con sus familias. No se necesita la magia del Winter Warlock para que tanto los clientes como los agentes estén contentos: una planificación y una comunicación adecuadas pueden hacer que funcione.
Analicemos cuatro categorías clave que le guiarán a lo largo del proceso: Pronósticos, Planificación, Tecnología y Coordinación con otros Departamentos.
Pronósticos (No todas las festividades son iguales)
Los pronósticos son la base del éxito del cuarto trimestre. Revise los volúmenes de las fiestas anteriores, las mermas y cualquier cambio en el comportamiento de los clientes durante la temporada. En estos tiempos de cambio, compare los datos de varios años para crear un pronóstico más preciso. Recuerde que no todas las fiestas tienen el mismo impacto previsible.
El Día de Acción de Gracias es normalmente más fácil de predecir ya que es un jueves, al igual que se sabe en qué días caen el Black Friday y el Cyber Monday. Sin embargo, la fecha real de Acción de Gracias cambia, y si su sector tiene ventas a final de mes, puede que se encuentre en un entorno promocional de Cyber Monday + Fin de Mes. Navidad y Año Nuevo también son un reto para proyectar con los días flotantes y los días observados que van junto con ellos, impactando el volumen de diferentes maneras dependiendo del día de la semana en que caen, y cómo cambia de año en año. La clave está en considerar cómo los días festivos pueden ser los mismos año tras año, y cómo pueden cambiar en función de las nuevas promociones.
Programación (Una cucharada de azúcar ayuda a bajar la OT)
La comunicación efectiva es clave cuando se trata de programar durante las vacaciones. Comience por comunicar su plan de programación con antelación y hágalo repetidamente para asegurarse de que todo el mundo está de acuerdo. Si su centro de contacto está abierto en un día festivo y el volumen es menor, solicite voluntarios entre sus agentes para cubrir la base y luego asigne las horas restantes, que normalmente recaerán en los agentes de menor antigüedad, pero recuerde prever una reducción mayor para los agentes que no se ofrecieron voluntarios.
Si su centro cierra un día festivo, considere la posibilidad de trasladar a los empleados que normalmente tienen previsto trabajar ese día a uno de sus días libres entre semana. De este modo, podrá utilizar más horas de personal sin incurrir en horas extraordinarias.
Para tener en cuenta un mayor volumen después de las vacaciones, añada horas a los horarios de los días siguientes. Por ejemplo, si cierra el lunes, añada 2 horas a los horarios de los agentes el martes y 2 horas el miércoles antes o al final de los turnos. Sí, es como las horas extras obligatorias, pero incluir las horas extra en la programación de vacaciones y explicar la razón por la que es inevitable siempre es útil.
Insista a sus stakeholders en que el trabajo en equipo es vital para superar las festividades, y que una cantidad manejable de dolor por parte de todos los miembros del equipo ayudará a evitar que se acumule una cantidad insoportable de horas extras en unos pocos agentes desafortunados. Además, asegúrese de tener en cuenta cualquier restricción estatal o laboral/sindical a la hora de realizar cambios.
No es mala idea mantener un exceso de personal para hacer frente a picos de volumen inesperados. Esto le permite ofrecer Tiempo Libre Voluntario (Voluntary Time Off or VTO) como forma de gestionar la carga de trabajo sin tener que recurrir a las horas extraordinarias o hacer un esfuerzo de última hora para obligar a los agentes a trabajar más horas. Si aún no lo ha hecho este año, considere la posibilidad de realizar ofertas anuales de vacaciones en el futuro para ayudar a repartir equitativamente la carga de horas extra entre sus agentes. Rote anualmente las asignaciones de vacaciones para evitar que los empleados trabajen los mismos días festivos cada año.
Tecnología
La colaboración con sus equipos de telecomunicaciones y TI es crucial para garantizar que su centro tenga la capacidad de gestionar el volumen de contactos previsto en los días punta. Si su centro utiliza troncales SIP basadas en la nube que ofrecen la elasticidad necesaria para gestionar automáticamente los picos, es increíble, pero asegúrese de que su infraestructura puede gestionar el aumento del volumen de contactos. Un ejemplo real de uno de los miembros del equipo de diseño de llamadas fue un lunes después de Acción de Gracias en el que el centro de contacto se quedó sin licencias de Citrix y los agentes no pudieron iniciar sesión para atender llamadas de voz.
Prepárese para un volumen elevado incorporando mensajes en su IVR para notificar a los clientes los posibles tiempos de espera prolongados; esto también puede ayudar a desviar las llamadas a otros canales si están disponibles. La comunicación regular con su departamento de TI también puede ayudarle a estar al tanto de cualquier congelación de la tecnología de TI prevista para finales de año.
Además, asegúrese de aprovechar al máximo la funcionalidad de cara al agente y al supervisor que debe ofrecer su software de WFM: comunicar los últimos cambios de horario a los teléfonos móviles de los agentes les mantiene al tanto de cualquier cambio repentino que el equipo de WFM tenga que hacer, incluso si los agentes no están conectados. La capacidad de enviar ofertas automatizadas de VOT/VTO en cualquier momento es extremadamente útil, y la capacidad de procesar estas solicitudes automáticamente permite al equipo de WFM responder rápidamente, lo que es crucial durante un cambio repentino en el volumen de contactos.
La oferta de turnos flexibles (shift bidding) puede ayudar a que esas 2 horas extra añadidas a su horario pasen de ser obligatorios (que no sólo son desmoralizadores, sino que además podrían distribuirse de forma desigual accidental, haciendo que algunos agentes se sientan injustamente aprovechados) a experiencias más voluntarias que permitan a los agentes que quieran horas extra elegir solicitarlas cuando estén disponibles.
Por último, las capacidades de previsión What-If son una herramienta extremadamente valiosa para permitirle hacer planes de contingencia para: la posibilidad de cambios repentinos de volumen o AHT y los beneficios de desviar llamadas a canales digitales.
Coordinación (sharing is caring)
La comunicación eficaz con otros departamentos es vital. Manténgase en sintonía con su equipo de marketing y ayúdeles a comprender el impacto de las campañas de marketing que aumentan el volumen de ventas durante las temporadas de gran volumen. También debe coordinarse con Formación y Recursos Humanos para asegurarse de que completan cualquier formación necesaria para los empleados antes de las vacaciones.
Identifique y busque recursos formados disponibles que puedan estar de guardia para apoyar al centro de contacto en caso necesario. Los supervisores, formadores y empleados de back-office pueden servir de apoyo para diversos tipos de contactos con los clientes.
Los sectores de las aerolíneas y el comercio minorista han puesto de relieve la necesidad de planificarse a uno mismo y a sus socios antes de la temporada de vacaciones y rebajas, especialmente si hay socios de BPO implicados. Además de garantizar la exactitud de las previsiones, es necesario asegurar una dotación de personal adecuada, tanto interna como externamente. Los socios de BPO deben ser notificados lo antes posible sobre el personal que se requiere de ellos para que puedan llevar a cabo la contratación y la formación adecuadas para la demanda adicional.
¿Deprimido por el frío? Ponte en contacto con nosotros
La mayoría de los que trabajamos en Call Design sabemos perfectamente cómo se siente el equipo de WFM en esta época del año. Si este año ha recibido carbón en su calcetín de WFM, estamos aquí para ayudarle. Póngase en contacto con nosotros si necesita ayuda para enfrentarse a los retos de previsión y programación que surgen en el cuarto trimestre.
In a post-pandemic workplace landscape, the future is clear: it’s hybrid. According to a recent Gallup article by Ben Wigert, Jim Harter, and Sangeeta Agrawal, eight in 10 remote-capable employees expect to work in a hybrid or fully remote fashion. This shift is a testament to the changing dynamics of the modern workplace, and as Workforce Management (WFM) leaders, we need to stay ahead of the curve. At Call Design North America, we’ve always believed in aligning with the latest trends and research, and we’re thrilled to share our insights on why the Alvaria Workforce Reserve is more relevant than ever.
The Changing Landscape
Since the onset of the pandemic, the global workforce has been navigating an ongoing experiment in remote work. The tug-of-war between employers and employees on returning to the office has been a consistent headline. Yet, as organizations like Meta, the U.S. federal government, and Zoom mandate hybrid work, it’s clear that the office landscape is evolving.
As WFM leaders, it’s crucial that we understand the implications of this shift. Gallup’s extensive research shows that hybrid work is the new norm, with a significant percentage of employees embracing it. In fact, only 20% of remote-capable employees work entirely on-site, while 29% are fully remote, and 50% work in a hybrid model.
(Another example of a changing landscape: Franconia Notch State Park in October)
Best Practices for Hybrid Workplaces
As hybrid work becomes the new norm, it’s essential to leverage key insights from Gallup’s research while tailoring them to your organization’s needs:
Define a Compelling Office Experience: With remote work on the rise, leaders should make in-office experiences purposeful. The office should be a hub for collaboration, professional growth, and relationship-building. Design hybrid policies and office spaces that inspire teamwork and align with your organization’s culture.
Empower Teams to Shape Hybrid Work: Rather than imposing rigid guidelines, encourage teams to adapt hybrid work practices to their unique requirements. Collaborative decision-making ensures team members understand their roles and responsibilities, fostering a sense of shared ownership.
Enhance Performance Management: Trust in hybrid work hinges on accountability. Implement a performance management system that provides visibility into goals, key metrics, and regular progress checks. Beyond metrics, prioritize coaching and behaviors aligned with your organization’s values.
Invest in Training: Equip managers and teams with the skills needed to succeed in a hybrid work environment. Training is crucial to ensure effective collaboration and leadership in this evolving landscape.
Adapt Office Space Strategically: As the nature of work changes, consider the impact on office space. Reconfigure your workspace to accommodate a hybrid workforce and embrace the shift toward remote participation in meetings. Ensure both office and home environments are optimized for productivity and collaboration.
The Role of Alvaria Workforce Reserve in Achieving Best Practices for Hybrid Workplaces
As contact centers transition to hybrid work, Alvaria Workforce Reserve can play a vital role in aligning with best practices tailored to the contact center.
Define a Compelling Office Experience: In the contact center, it’s crucial to make in-office experiences purposeful. Contact centers should be hubs for collaboration, professional growth, and relationship-building. Alvaria Workforce Reserve streamlines seat assignment changes, ensuring that when employees come into the office, they find seats that match their needs. This design encourages teamwork and collaboration, enhancing the overall office experience.
Empower Teams to Shape Hybrid Work: Reserve empowers teams to adapt to hybrid work practices by automating seat assignments based on business rules, schedules, and capacity. This automation allows WFM teams to have flexibility without the burden of manual seat management. It aligns with the best practice of collaborative decision-making by giving teams the autonomy to shape their workspace.
Enhance Performance Management: Reserve plays a role in performance management by ensuring that employees adhere to their assigned seats, minimizing disruptions, and contributing to schedule adherence for contact center operations. This feature, along with Reserve’s automation capabilities, supports an environment where performance can be effectively monitored and managed, crucial in the context of contact centers and WFM.
Invest in Training for Contact Center Success: With Reserve, contact centers can ensure that agents are optimally positioned based on their specific training needs. This feature facilitates the onboarding process, allowing new agents to be strategically located for better learning and support. Additionally, Reserve can be used to manage seat assignments for training rooms, ensuring that the training environment is conducive to productivity and collaboration.
Adapt Office Space Strategically: Reserve’s automated seat planning and management tools allow contact centers to efficiently generate seating plans for both front and back office personnel. It ensures that the right seats are matched with the right agents at the right time, which is essential in a contact center setting. As the nature of work changes, Reserve supports contact centers in reconfiguring office space to accommodate a hybrid workforce and remote participation in meetings, aligning with the best practice of adapting office space strategically.
(Remote work can sometimes look like early morning work chats by the beach)
What Call Design Offers: Navigating the Hybrid Landscape with Confidence
At Call Design North America, we’ve been at the forefront of the remote and hybrid work revolution for over six years, long before it became the norm. Our extensive experience in navigating the intricate dynamics of this evolving landscape positions us as leaders in the field. We understand the complexities of managing contact centers and WFM teams in remote, hybrid, or in-person settings.
Our seasoned professionals have been leading WFM and contact center teams remotely for more than a decade, accumulating a wealth of knowledge and expertise. CDNA’s commitment to staying ahead of the curve ensures that we’re well-versed in the best practices that enable WFM teams to thrive in any work environment.
Your Trusted Partner in the Hybrid Future
Whether you’re seeking solutions for optimized seat allocation, remote engagement, or strategic workforce management, CDNA has the experience and tools to guide your organization to success. We recognize that every organization’s needs are unique, and our tailored approach ensures that we align with your specific goals and values.
In an era where workplace flexibility is paramount, CDNA is your steadfast ally, offering cost-effective solutions that meet your organization’s evolving demands. As the workplace landscape continues to transform into a hybrid model, our commitment to adaptability and the latest workforce management trends remains unwavering. Embrace the future with confidence, knowing that CDNA and Alvaria Workforce Reserve are here to support your organization on this transformative journey.
The Q4 holiday season is here, that time of year when the demands placed on the Workforce Management (WFM) team are the most challenging. One after another they come: Thanksgiving, Black Friday, Cyber Monday, Christmas, Hanukkah, Kwanzaa, and New Year’s Day, when contact centers must balance the extremes of what customers want and what agents want.
On our Wish List for this blog: specific planning considerations that can help your WFM team strike that essential balance and win the Q4 Holiday Season.
Your WFM Team (The Gift that keeps on giving)
Even the worst Grinch in a contact center has to acknowledge the pivotal role of the WFM team during the holiday season. Their expertise and problem-solving insights play a huge part in determining whether a contact center’s holidays are Happy and Bright or will become a Blue Christmas.
It’s not just about meeting customer demands; it’s also about ensuring that your agents have the flexibility to spend time with their families. You don’t need Winter Warlock magic to make both the customers and the agents happy— proper planning and communication can help make it work.
Let’s dive into four key categories that will guide you through the process: Forecasting, Scheduling, Technology, and Coordinating with other Departments.
Forecasting (Not all holidays are the same)
Forecasting is the foundation of a successful Q4 season. Review previous holiday volumes, shrinkages, and any changes in customer behavior during the season. In these times of change, compare data from multiple years to create a more accurate forecast. Remember that not all of the holidays have the same predictable impact.
Thanksgiving is normally easier to predict since it’s a Thursday, just as you know what days Black Friday and Cyber Monday fall on. However, the actual date of Thanksgiving changes, and if your industry has end-of-month sales, you may be looking at a Cyber Monday + EoM promotional environment. Christmas and New Year’s are also challenging to project with the floating days and the observed days that go along with them, impacting volume in different ways depending on the day of the week they fall on, and how it changes from year to year. The key is to consider how the holidays may be the same year-over-year, and how they may change based upon new promotions.
Scheduling (A spoonful of sugar helps the OT go down)
Effective communication is key when it comes to scheduling during the holiday season. Start by communicating your scheduling plan early and do it repeatedly to ensure everyone is on the same page. If your contact center is open on a holiday and the volume is lower, solicit volunteers among your agents to cover the base and then assign the remaining hours—usually these will fall on lowest-tenure agents, but remember to plan for higher shrinkage for the agents who didn’t volunteer.
If your center is closed on a holiday, consider moving employees normally scheduled to work on that day to one of their off days during the week. This approach allows you to utilize additional staffed hours without incurring overtime rates.
To account for higher volume post-Holiday, add hours to schedules on the days following. For example, if you are closed on Monday, add 2 hours to agent schedules on Tuesday and 2 hours on Wednesday before or at the end of the shifts. Yes, it’s like mandatory OT, but wrapping the extra hours in with Holiday Scheduling and explaining the reason why this is unavoidable are always helpful.
Emphasize to your stakeholders that a team effort is vital to navigating the Holiday Season, and a manageable amount of pain from everyone on the team will help to avoid an unbearable amount of OT piling up on a few unfortunate agents. Also, make sure to take into consideration any state or labor/union restrictions when making changes.
It’s not a bad idea to maintain excess staffing to handle unexpected volume spikes. This allows you to offer Voluntary Time Off (VTO) as a way to manage workloads without resorting to overtime or scrambling at the last minute to force agents to work extra hours. If you haven’t already done it this year, consider conducting yearly holiday bids in the future to help distribute the burden of extra hours fairly among your agents. Rotate holiday assignments yearly to prevent employees from working the same holidays each year.
Technology (No fast busies!)
Collaboration with your Telecom and IT teams is crucial to ensure that your center has the capacity to handle the expected contact volume on peak days. If your center uses cloud-based SIP trunking that offers the elasticity needed to automatically handle spikes, that’s amazing, but make sure your infrastructure can handle the increased contact volume. A real example from one of the Call Design team members was a Monday after Thanksgiving where the contact center ran out of Citrix licenses and agents could not log in to take voice calls!
Prepare for high volume by incorporating messages in your IVR to notify customers of potential long hold times; this can also help deflect calls to other channels if available. Regular communication with your IT department can also help keep you aware of any IT technology freezes scheduled for the end of the year.
Also, be sure to take full advantage of the agent- and supervisor-facing functionality that your WFM software should offer: communicating the latest schedule changes to agents’ cell phones keeps them aware of any sudden changes the WFM Team has to make, even if the agents are not online. The ability to push out automated VOT/VTO offers at a moment’s notice is extremely helpful, and the ability to process these requests automatically allows the WFM Team to respond quickly, which is crucial during a sudden contact volume change.
Flexible shift bidding can help turn those 2-extra-hours-to-your-schedule additions from mandatory edicts (which are not only demoralizing, but also might accidentally be distributed unevenly, making some agents feel unfairly taken advantage of) to more voluntary experiences that allow agents who want extra hours to choose to apply for them when they are available.
Lastly, What-If forecasting capabilities are an extremely valuable tool to allow you make contingency plans for: the possibility of sudden volume or AHT changes and the benefits of deflecting calls to digital channels.
Coordinating (Sharing is caring)
Effective communication with other departments is vital. Be in sync with your Marketing team and help them understand the impact of volume-increasing marketing drops that are timed during high volume seasons. You should also coordinate with Training and HR to be sure they complete any required employee training before the holidays.
Identify and source available trained resources that can be on-call to support the contact center if needed. Supervisors, trainers, and back-office workers can serve as backup support for various types of customer contacts.
The airline and retail industries have highlighted the need to plan for yourself and your partners in advance of the holiday and sale season, especially if there are BPO partners involved. As well as ensuring forecast accuracy, there’s the need to ensure adequate staffing both internally and externally. BPO partners should be notified as early as possible about the staffing required from them so they can conduct appropriate hiring and training for additional demand.
Snow Miser Got You Down? Contact us!
Having lived through it ourselves, most of us here at Call Design know exactly how the WFM Team feels at this time of year. If you got coal in your WFM stocking this year, we’re here to help. Contact us if you need support facing the forecasting and scheduling challenges that come around in Q4.
After a long road, you’re finally ready to implement. You did the research and selected the platforms you wanted to look at. You sat through too many demos and sales calls and finally selected your new Workforce Management (WFM) platform. The platform has been installed, you’ve set up the initial configuration, and you’ve gone through the training. Everything is ready to go, and then, like an amusement park ride at Disney World, the resistance begins to rise. You start getting pushback from the agents, their supervisors, or maybe even your own WFM team. What is this all about?!
Well, let’s start with why you might be getting some of this internal resistance.
Understanding the Resistance
Internal resistance to change isn’t unique to WFM or contact centers. From professional to personal, non-profits to Fortune 10 companies, the world is full of people who are scared or uneasy about change. Whether it’s because of loss of control, excess uncertainty, or past resentments we need to stop and consider the environment of our key stakeholders. Why might they be resistant to a WFM software change?
1. Agents: Balancing Work and Life
Agents often view changes in WFM software through the lens of their daily routines. This software, more than others, directly impacts their work/life balance. Issues like schedule selection and management, PTO requests, and overtime availability are vital to them. Study after study has shown work/life balance can have huge positive impacts on employee engagement. When WFM software is introduced to an environment agents are rightly going to be concerned that it may negatively impact their work/life balance and be resistant to this change.
2. Agent Supervisors: The Changing Roles
Agent supervisors are often the bridge connecting management’s directives and the agents on the frontline. When new WFM software is introduced, it can signify a shift in their roles, and this can lead to resistance.
Imagine you’re a supervisor accustomed to handling PTO approvals, schedule adjustments, or real-time monitoring. These responsibilities are integral to maintaining team performance. However, as the new WFM software takes its place, these tasks might transition to automation. For supervisors, this shift can be met with skepticism and apprehension. They may wonder if their importance is diminishing, as the software now handles functions they previously managed.
3. WFM Team: Embracing Automation
Similar to the supervisors, the WFM team may see the new software as a threat to their roles. Automated forecasting by just clicking a few buttons can feel threatening to a forecast analyst who has built a career on the accuracy of their Excel spreadsheets. Schedule optimization and what-if scenario building can also look like a threat to the WFM professional who has always heard “Your schedules are so creative!” Automation can appear to replace their expertise, potentially leading to downsizing, and this will consistently lead people to resist change.
4. Company Leadership: The Big Picture
For company leaders, software changes represent more than just a shift in tools; they can affect the entire organization. These leaders, responsible for steering the company toward its goals, often view such transitions with a critical eye. They may be concerned that these changes could disrupt daily operations and potentially divert attention from primary objectives. Anything that may negatively impact customers, employees, or the business is going to be met with resistance.
(Sure, we might have forced a dog picture into this blog off of the “adoption” header… but aren’t you enjoying this blog a bit more now that this picture is in here?)
Fostering Buy-In and Adoption
Now you better understand why the people around you may be resistant to change, but what do you do about it? Regardless of role, there are three keys to fostering buy-in and adoption that you need to keep in mind:
1) Know and Connect with Stakeholders
Before you can connect the software to what matters to them, you have to know what matters to them. Get to know your stakeholders and understand their priorities and challenges before you start implementing new software.
Once you know their priorities and challenges you can then connect the new WFM software to what’s important to them. Coming to them with WFM bells and whistles that aren’t grounded in what they care about will do nothing to reduce or eliminate their resistance. Get to know them, and then show them how the new software will help remove their challenges and reach their goals.
2) Don’t Stop Training
You’ll certainly adjust the training of the platform to the audience, but you at least need to introduce the product to all of your stakeholders. Company leaders need a walk-through, the agents need to understand how to submit requests, and the WFM team needs to understand how to administer the platform. We all know the value of training, and differing that training for the audience, but one training isn’t sufficient.
Of course, the contact center environment is often hard-pressed to find another 30-60 minutes for classroom training. However, there are a variety of ways that you can go after additional training.
WFM team members can get additional training through the user groups, WFM networking groups, or 3rd party consulting. This is especially critical as new features are released in the tool and new functionality is made available. They can also sign up for online webinars that they can either attend live or watch the recording afterward.
Agents and supervisors may need less access to consistent training, but the adoption of the platform will benefit from the WFM team making themselves available. This might look like Office Hours where WFM is available to field any questions they may have. It could also take a more structured approach where WFM shares best practices during a town hall or webinar.
The key to long-term adoption is consistent training. Helping people understand the value the platform provides, how it continually adds value to their environment, and how to best use it for their needs. You may not have another 30-60 minutes for in-classroom training, but you shouldn’t need it to still provide additional training.
3) Communicate Throughout the Process
One of the best ways to create buy-in from all your stakeholders is to keep them in the loop throughout the process. You should have already connected with them and you’re able to show how the platform benefits them. But if you’re not communicating with them about the changes that are coming, before they happen, then all of the benefits in the world won’t be able to overcome the resistance to sudden and unknown change.
Agents and Supervisors – You may want to wait until you’ve settled on which platform you’re going with, but letting them know a change is coming in a few months will help. This gives you a chance to explain to them why it’s happening and how the new platform can help them.
WFM Team – You’ll probably want to include them in the research and vetting process. Maybe the whole team doesn’t need to be involved, but you’ll get great buy-in from your team if they feel like their opinion is being heard when it comes to selecting the tool they’ll use every day.
Company Leaders – Varying what you share can be important for this group. You don’t want to overshare details with them that they aren’t going to find helpful. However, keeping them in the dark until rollout will also likely frustrate them. Pay attention to how involved they are with the contact center. If they are heavily involved then they’ll likely want updates throughout the selection, training, and implementation process. If they have little to do with the contact center, then just give them an overview as you select the tool and roll it out to the team.
Understanding the Benefits
You get the resistance to change, and you understand how to get buy-in, but maybe you aren’t sure about why people would care about WFM software. As a leader in WFM, we can easily miss the larger picture and just see the value of our environment. Ease of use, increased forecasting, better reporting, and visibility, all these features clearly benefit WFM, but they can benefit others in the organization as well.
As mentioned above, knowing how the software can benefit others is critical for adoption, and you still need to hear from them before you can sell them. But as you’re listening to their challenges and priorities having these benefits in mind may help you highlight the value of the software.
For Agents
Improved Work/Life Balance: WFM software can streamline scheduling, making it easier for agents to request time off, pick up extra shifts, and maintain a better work/life balance.
Empowerment and Autonomy: The ability to indicate their shift preferences and availability can give agents a sense of empowerment and greater control over their work schedules.
Fair Scheduling: With the help of the software, agents can ensure a fair distribution of shifts and opportunities, reducing any perceived scheduling biases.
For Agent Supervisors
More Time for Coaching: With automation handling administrative tasks, supervisors can focus more on coaching and providing support to agents to improve their performance.
Data-Driven Decisions: WFM software provides valuable data and insights that can highlight performance gaps for supervisors and enable more data-driven decisions.
Team Visibility:It can be challenging, especially in remote environments, for supervisors to see who is working and when their team might be able to meet for a team meeting. WFM software can provide them visibility, and could even go a step further in scheduling team meetings at optimal times.
For WFM Team
Enhanced Efficiency: Automation in forecasting and scheduling simplifies complex processes, increasing efficiency and accuracy in their roles.
Creative Scheduling: WFM software can help the team develop more creative scheduling solutions, enabling them to create schedules that meet business needs, while still providing exceptional customer service and employee schedule flexibility.
Real-Time Monitoring: The software provides real-time data, enabling the WFM team to make informed, timely decisions based on the latest customer and employee data. It isn’t just seeing what is happening in the moment, but also better predicting what will happen the rest of the day and making adjustments accordingly.
For Company Leadership
Optimized Staffing: WFM software ensures that staffing aligns with customer demand, reducing unnecessary labor costs and increasing operational efficiency.
Improved Customer Experience: Through efficient scheduling and staffing, the software helps maintain high service levels, leading to improved customer satisfaction.
Increased Employee Engagement: The software can also provide agents the schedule flexibility they’ve been asking for without having to sacrifice customer or business outcomes. This will increase employee engagement, helping the organization retain talent that they likely see as their strategic advantage in the marketplace.
Implementing new WFM software comes with its share of challenges. Agents, supervisors, the WFM team, and company leaders may resist the change, but it can be effectively managed by understanding their concerns and offering ongoing training. Embrace the software’s benefits, such as improved work-life balance for agents, streamlined decision-making for supervisors, and better staffing alignment for company leadership.
At Call Design North America, we’re here to guide you through this transformative journey, ensuring your organization is fully prepared for the transition. We don’t just implement or train and leave, we make sure you are thinking through all of the challenges of change management and helping you avoid common pitfalls. We can also help with continuous training, ensuring you’re getting the most out of your WFM platform.
Change may be challenging, but it’s also an opportunity for growth and success. With the right strategies and the right partner, resistance can transform into enthusiastic adoption, propelling your contact center to new heights.
We are thrilled to announce that Call Design North America (CDNA) has achieved Great Place to Work certification! This certification shows our commitment to great employee experience and our dedication to creating a nurturing work environment. We’re excited to share why working with Call Design is so rewarding for employees and customers.
What is the Great Place to Work program?
It’s a global program that recognizes companies that have outstanding workplace cultures. The program measures things like employee satisfaction, leadership, and other factors that make a workplace great. There are two main types of criteria that are used to evaluate companies for the Great Place to Work certification. The first is what’s called “quantitative criteria”, which are things like surveys of employees and other data. The second type of criteria is called “qualitative criteria”, which is more subjective and involves interviews and observations of company culture.
To get certified, a company needs to meet both quantitative and qualitative criteria. Companies that are certified by Great Place to Work are considered to be great places to work, and this can be a huge benefit for attracting and retaining talent. It can also improve productivity and profitability.
Setting Expectations and Providing Guidance
At CDNA, we understand that constructive guidance, coupled with constructive criticism, is essential for personal and professional growth. We take pride in maintaining open lines of communication with our team. Our employees always have a guiding hand and a source of inspiration to help them navigate their career journeys.
In fact, we believe that clear expectations and regular feedback are the building blocks of any thriving workplace. Our approach ensures that every team member understands their role and how it contributes to our shared goals. We’ve seen firsthand how setting clear expectations fosters personal accountability and empowers our employees to excel.
Work-Life Balance is a Major Priority
We acknowledge that achieving work-life balance is crucial for the overall well-being of our employees. In fact, our commitment to providing a supportive work environment goes beyond just offering flexible scheduling options. We’re dedicated to ensuring that our team members can enjoy the best of both worlds, both personally and professionally.
In a recent survey, when asked about work-life balance, one of our employees stated, “I really appreciate CDNA’s schedule flexibility—work-life balance is extremely important to me and my family.”
Call Design North America strongly believes that when employees can maintain this balance, it contributes to their overall well-being, ensuring they can be at their best in both realms. It’s all about ensuring that our employees are happy, engaged, fulfilled, and aligned at work (HEFA).
Empowering Our Team Through Learning
The world is evolving at an unprecedented pace, with new technologies and tools reshaping the workplace. At CDNA, we’ve made it our mission to ensure that our employees remain at the forefront of industry trends. We are committed to investing in their growth and development, particularly in emerging fields such as Artificial Intelligence (AI).
Our dedication to continuous learning and skill-building creates viable career paths within our organization. We take pride in providing opportunities for advancement, recognizing that our team members’ success is intertwined with the growth of our company.
In a recent interview, one of our employees shared, “I really like the emphasis on professional development. It’s a big part of my objectives.”
Leadership That Cares
What truly sets us apart is our exceptional leadership. Our leaders have created an environment where people feel safe and cared for. This leadership ensures that CDNA is not just a place to work but a place to thrive.
Our CEO, Michelle Gaffney, embodies this caring culture. In a recent interview, she explained, “Call Design believes that people are an organization’s most strategic asset, and every one of them deserves to be happy, fulfilled and aligned at work. This belief drives our work and behaviors with customers, and enables us to balance customer satisfaction, employee well-being, and operational efficiency.”
Supporting Non-Profits
In the past year, we have gone above and beyond to care for not only our employees but also our community. During an in-person team meeting in March, we organized a heartwarming initiative where our team members wrote over 20 letters for seniors in the Nashville area. These letters were presented to the Greater Nashville Regional Council, contributing to their broader letter-writing campaign during the month.
In May, we not only sponsored the ContactNB conference and trade show but also played a vital role in helping the event raise over $2000 for local food pantries. This commitment to community support showcases our dedication to making a positive impact.
We are deeply committed to charitable causes, including our support for the Multiple Sclerosis Society. One of our employees, Nate, participates in the annual Bike Jack and Back bike ride to support the MS society, and we consistently support his fundraising efforts. Additionally, at conferences and trade shows, we encourage attendees to submit forms through QR codes, with each form submission resulting in a donation to both the Multiple Sclerosis Society and Thistle Farms in Nashville.
Consulting Services for Our Customers
Our journey towards becoming a Great Place to Work has equipped us with invaluable insights that we now extend to our customers. We understand that many companies might still be on their journey to creating a great place to work. That’s where our experience and knowledge can make a significant difference.
We offer comprehensive consulting services that delve into effective hiring strategies, techniques for interviewing and selecting the right candidates for workforce management teams and building winning Workforce Management (WFM) teams. Our expertise in creating an exceptional workplace is now available to help other companies on their path to success. Find out more about how CDNA can help you build a thriving WFM team that can help build a foundation for your own Great Place To Work! Contact us by clicking here!
For Call Design North America, achieving certification as a Great Place to Work is a milestone that signifies our commitment to our employees, our nurturing work environment, and our aspiration to be an industry leader. It serves as a reminder that the most successful companies are deeply invested in the success and well-being of their people. We look forward to continuing our journey of excellence and empowerment, setting new standards for the workplace and for our industry.
We may be a little bit biased, but we believe that the role of Workforce Management (WFM) software cannot be overstated. It’s the linchpin that keeps operations optimized and agents in sync. However, we also realize that implementing WFM software is not without its hurdles. One of the most prominent challenges that contact centers face is the complexity of integration. Whether that’s integration to your ACD, HRIS/payroll, or even your performance management platform, all of these systems can benefit from WFM data and your WFM platform can benefit from their data. But too often it isn’t as simple as plug-and-play, but could it be that simple?
Why is Integration Complex?
To grasp the essence of integration complexity, it’s crucial to understand the inherent intricacies that come into play. First and foremost, the challenge arises from the need to synchronize data seamlessly between various systems. When you integrate with WFM software, you’re essentially building bridges between databases and applications that may use different data formats, protocols, and technologies. Too often may feel like you’ve integrated a system but then find out that the data doesn’t match the original system and the WFM system. The challenge to build well-structured and consistently available “data bridges” can be incredibly challenging.
Moreover, the availability of data adds to the complexity. Many systems will say that they integrate with your WFM platform, but they may only mean 2 to 3 data points. This can leave WFM leaders incredibly frustrated as they need a full system integration between ACD to WFM and WFM to HRIS. Also, the data may be available, but the lack of timeliness can often make it pointless. How is WFM supposed to forecast intraday when the interaction volume is only updated daily? Or how can we provide intra-day flexibility to agents when we only get updated PTO allotments weekly?
Lastly, by integrating systems you may disrupt existing workflows, something that most contact centers strive to avoid at all costs. Agents rely on smooth, efficient processes to deliver top-notch customer service, so any disruption is a cause for concern.
Key Platforms for Integration
We’ve already mentioned how WFM can benefit from integration with other platforms. Here are a few key ones to consider:
1. Communication Channels: Integration with various communication channels such as phone, email, chat, and others is essential. Without the ability to access interaction volume, workload time, and unproductive activities, WFM teams will fly blind when creating forecasts and schedules.
2. Reporting and Analytics Tools: For data-driven decision-making, integration with reporting and analytics tools is paramount. WFM may be able to analyze data inside of the channel distribution platform, and they may be able to pull that data into the WFM platform for further review. The ideal scenario, though, is being able to have all of that data in a BI tool. When WFM data is integrated with performance, productivity, and customer experience data WFM leaders are able to better justify the impact of their processes.
3. HR and Payroll Systems:Integrating WFM software with HR and payroll systems streamlines workforce management processes. Sure, your WFM platform may be able to create schedules, but if it isn’t integrated with the time-keeping software then schedule adherence can become an incredibly manual process for the WFM team. The manual work for WFM also increases when PTO approval has to be reviewed in two different systems. When WFM teams can see both the employee’s personal account balance and the forecasted net staffing the PTO approval process can be significantly streamlined. Add an ability to apply checker rules that automatically approve PTO requests based upon If/Then logic and you’ll really be moving!
Additional Considerations
1. Selection of Compatible Software and Tools: Compatibility is not just about technical integration; it’s about harmonizing the various components of your technology ecosystem.
This is where third-party integration companies specializing in building WFM connectors come into play. Companies like Call Design, with decades of experience in this field, offer a unique value proposition. They bring a deep understanding of WFM software and its intricacies, which means they can tailor integration solutions to match your specific needs and platforms.
The advantage of working with such experts is their ability to bridge the gap between your existing systems and the WFM software you’re integrating. They not only ensure compatibility but also optimize the integration for maximum effectiveness. This can save your organization valuable time and resources, as you’re not left grappling with technical challenges.
2. Thorough Planning and Assessment: If we don’t know the value of good planning, are we even doing WFM?!
There’s no sense in looking to ingrate systems “just because”. The platforms need to be helping the WFM team move towards a particular goal, or set of goals, that are supportive of the larger organizational strategy. Sure, improving automation of manual processes is great by itself, but once that manual work is automated what do you do with the labor associated with it? Where will we now have the WFM coordinator’s focus?
The planning and assessment process includes the project and change management necessary for all effective software rollouts, but it also includes mapping out how the WFM team will conduct their work differently once the integrations are complete.
3. Continuous Monitoring and Optimization: Implementing the integrations is just the start of a long process. The WFM team needs to continually review and refine how the data flow is helping or could help additional processes.
It could be that the integration was just meant to improve the connection and accuracy of PTO balances between the WFM and HR teams. However, WFM may also be able to help HR with payroll accuracy based on ACD data coming in for schedule adherence. Or maybe there’s an ability to tie all three systems together. Where the agent logs into the phone system, which logs a clock-in action for payroll, and then submits a schedule adjustment for WFM schedule adherence all done automatically through integrations.
The key here is to continually review what additional systems, processes, and teams might benefit from deeper integrations.
As you consider how your WFM team can benefit from additional integrations, rest assured that experienced partners are here to assist. Call Design, with over 20 years of expertise in building and implementing WFM connectors, stands ready to walk you through the full process. From identifying which platforms you want to integrate with, to building the actual connectors, and implementing the solutions; we are here to help. We understand the challenges you face and are well-equipped to help you navigate the path to seamless integration, ensuring your WFM efforts yield optimal results for your employees, customers, and business leaders. Integrations can be complex, but they don’t have to be intimidating when you have the right partner with you.
In a world where cutting-edge technologies have become commonplace, it’s no surprise that the business landscape is evolving rapidly. Dan Smitley and Shawn McCormick get into the heart of this transformation in a recent conversation.
The buzz around Employee Experience (EX) and Customer Experience (CX) isn’t just a passing trend; it’s a pivotal shift that’s here to stay. But what’s driving this movement, and how is it shaping the way businesses operate? Keep reading if you’re curious about the driving forces behind the EX/CX revolution and how technology can enhance the human element in the workplace.
Dan Smitley: Shawn, why are EX and CX such hot topics?
Shawn McCormick: The buzz around EX/CX topics right now can be attributed to a few key factors. In today’s tech-driven world, many once-cutting-edge technologies have become quite commonplace. Chatbots and AI solutions are almost a dime a dozen now.
However, when everyone in the industry has access to similar tools, the question arises: how can a company distinguish itself? This is where the significance of EX and CX comes into play. With the increasing prevalence of remote work and an abundance of choices, both customers and employees have become discerning consumers. They expect exceptional service, rapid responses, and seamless experiences. Waiting four days for a shipping update, for example, can feel like an eternity in our fast-paced world.
The barriers to entry have significantly diminished, leading to heightened competition. So, the key is differentiation – how can a business retain customers and ensure the satisfaction and well-being of its employees? Happy customers and fulfilled employees often translate into repeat business and sustained profitability.
Dan: Is the growing emphasis on EX/CX simply a generational thing? You know, with all the talk about Millennials and Gen Z, the perception sometimes is that they’re entitled and want everything handed to them on a silver platter.
Shawn: I wouldn’t dismiss it as a generational issue so easily. If you look at the research on work attitudes, service expectations, and even political outlooks, you’ll find that it’s not as simple as labeling these younger generations as entitled.
Let’s consider the facts. Gen Z and millennials are already decision-makers and consumers. They’re shaping the market, and their preferences matter. But here’s the kicker: their desires aren’t solely about entitlement. They seek meaningful work, a balanced work-life equation, and a personalized customer experience.
The resurgence of the labor movement this summer and the calls for narrowing the wage gap between upper management and entry-level employees are signs of these evolving expectations. Young and old generations alike are tired of repetitive tasks that could be automated and yearn for jobs that provide purpose and intellectual challenge.
So, it’s not just about catering to a particular generation; it’s about meeting the evolving needs and expectations of today’s workforce and consumers. And trust me, these changes are not confined to the young. Even as a Gen Xer, I’ve come to value these shifts in priorities, and I don’t think I’m alone in that.
Dan: I hear you saying that improving EX and CX is here to stay, and the bar has been set high. But I’m particularly curious about its impact on the contact center. How has this shift, which maybe we can call a movement, uniquely influenced the contact center environment?
Shawn: On the customer side, the demand for personalized service across multiple channels is undeniable. While some vendors may proclaim that omnichannel is dead, I believe that having the flexibility to meet customers where they want to be met is essential.
However, we should take a critical look at certain strategies, like “call deflection.” While the goal of reducing the number of phone calls is understandable, the philosophy behind avoiding direct customer interaction needs reevaluation. Why would any organization want to distance itself from its customers? The goal should be to offer personalized, value-added service, not just cost-cutting measures.
The good news is that technology is catching up to these expectations. Responsible AI vendors are exploring ways to personalize customer experiences, reduce average handle times (without rushing customers), minimize transfers, and enhance overall satisfaction. We’re at an inflection point where technology can empower both employees and customers.
However, how companies deploy this technology matters. It’s a choice between enhancing customer experience or solely pursuing cost savings by replacing labor. This decision will shape their future success, and it applies to employees as well. People don’t wake up aiming to do a terrible job; they often become disengaged due to a lack of tools and knowledge.
With knowledge management tools and real-time analytics, employees can be informed, empowered, and less stressed. They deserve access to the information they need to provide excellent service. The technology exists, and it aligns with the desire for a relaxed, less stressful work environment where they can excel.
Dan: Shawn, you’ve highlighted the importance of knowledge accessibility in the employee experience and the role of technology in both CX and EX. However, I’m curious whether the CX and EX conversation is primarily technology-driven, or if there’s more to it. Is this truly just a technology movement?
Shawn: The desire for personalization and an improved experience is a fundamental human instinct. Technology is merely the tool that enables us to deliver on this desire. It’s not technology-driven; it’s technology-enabled.
A critical point to consider is that deploying technology without a clear purpose or plan is counterproductive. Just look at chatbots – if you deploy one without a clear understanding of why and how it serves your customers, it becomes another barrier between you and your customers.
The same principle applies to AI. Without a well-defined purpose and a guiding North Star focused on benefiting customers and employees, AI deployment can be futile. If you don’t care about your employees or if you don’t have a clear goal for AI in your organization, it won’t lead to success.
So, whether a company knows its guiding North Star or needs help discovering it, the key is to translate that vision into technology that aids in achieving the goal and supports the team. It’s not just about reducing headcount; it’s about creating better-trained, happier, and more loyal employees who can provide superior service.
Dan: It’s interesting that you see technology, particularly AI and automation, as tools to enhance the humanity in the workplace rather than diminish it. Many discussions in the industry suggest that AI will replace and dehumanize jobs. Can you elaborate on why your perspective differs from this prevalent narrative?
Shawn: Absolutely. Historically, every major technological advancement has raised similar concerns. For example, when Henry Ford introduced the assembly line, it disrupted the horse carriage manufacturing industry, causing people to lose their jobs. But this disruption also created new opportunities and transformed the workforce.
The fear of change is natural, and it requires change management and a thoughtful approach to help employees adapt. However, what’s often missed in these discussions is that when technology is implemented correctly, it can actually make work more human, not less.
Consider a contact center environment where agents face a constant grind of stressful calls, chats, and emails. In such a situation, where is the room for humanity? How can employees think about their culture, purpose, and worth in their jobs when they’re constantly overwhelmed?
If AI is used to relieve some of the burden, like summarizing calls and automating routine tasks, it benefits everyone. It saves time for agents, reduces customer wait times, and allows employees to focus on more meaningful interactions. This shift allows organizations to think about culture, career growth, and job satisfaction. It’s not just about squeezing more work out of employees; it’s about creating a workplace where people can thrive and find fulfillment.
So, while some may focus on the immediate gains in efficiency, forward-thinking organizations see the potential for AI to transform jobs into something more enjoyable and sustainable, rather than just a grind.
Dan: I was thinking and would love your thoughts on this. It’s clear to me that this isn’t just a generational shift, but there seems to be a broader technology enablement movement at play. I wonder how much of this shift is due to increased visibility. Glassdoor, for example, wasn’t a thing 15-20 years ago. Social media and platforms like LinkedIn now allow employees to not only air their grievances but provide critical feedback for everyone to see. This shift is tied to technology, and it’s giving people a voice they might not have had in the past.
Shawn: You’re absolutely right, Dan. The rise of platforms like Glassdoor and social media has given employees and customers a megaphone to share their experiences. It’s not just about generational differences; it’s about transparency and accountability. People have a platform to demand better treatment, both as employees and consumers.
Dan: It’s interesting how technology isn’t just shaping the way we work and serve customers but also how it’s giving people the power to expect and demand better experiences. It’s not solely a generational shift; it’s a broader societal transformation. And as we wrap up this conversation, I see a clear theme: technology is a tool, not the destination. It can enable us to reach new heights in employee and customer experience, but the key is thoughtful implementation.
Shawn: That’s a great way to sum it up. Technology is a means to an end, and that end is creating a workplace and customer interactions that are more fulfilling and human. It’s about achieving authentic, meaningful experiences for both employees and customers. It’s not just about having the technology; it’s about using it wisely to make work and life better for everyone.
If you’re interest in learning more about the connection between EX, CX, and AI you can check out Shawn’s whitepaper on the subject: The CX/EX Connection: Investing in Your Employees. Here he shares the latest research on EX and CX and gives a convincing argument as to why each organization should be looking to invest in their employees.
Los responsables de Workforce Management (WFM) se encuentran a menudo en una lucha constante por adaptarse. Call Design entiende los retos y frustraciones únicos que acompañan a este entorno dinámico. En este blog, abordamos los obstáculos a los que se enfrentan los gestores de WFM, incluidos los cambios de liderazgo y los cambios internos, y mostramos cómo Call Design es un socio sólido que proporciona estabilidad en medio del caos.
El reto de los cambios de software:
Imagínese esto: usted invierte en una solución de software WFM, creyendo que es la respuesta a sus necesidades, sólo para descubrir que la empresa detrás de ella ha sido adquirida o fusionada con otra plataforma. De repente, el software en el que ha llegado a confiar se enfrenta a un futuro incierto, y usted se queda luchando con la frustración de una vida útil limitada.
Aunque no podemos protegerle de las maniobras corporativas del sector, sí que podemos guiarle a través del laberinto. Call Design tiene conexiones en todo el espacio de WFM, incluidas las principales plataformas de WFM. Conocemos a los actores, entendemos sus trayectorias y estamos bien equipados para ayudarle a navegar por el difícil terreno de los plazos de fin de servicio. Con nosotros a su lado, no tendrá que enfrentarse solo a estas incertidumbres.
Seguir el ritmo de los nuevos actores:
El panorama de la WFM es un mercado en ebullición en el que año tras año aparecen nuevos participantes. Mantenerse al día y discernir qué plataformas merece la pena tener en cuenta se ha convertido en una tarea de enormes proporciones. Además, el riesgo de que los gigantes heredados absorban a los nuevos actores añade otra capa de complejidad al proceso de toma de decisiones.
Nosotros tomamos el pulso a los actores emergentes y conocemos a fondo sus posibles trayectorias. En lugar de ahogarse en una lista cada vez mayor de plataformas, puede recurrir a nosotros para obtener las últimas perspectivas y orientación.
Navegando en los cambios de liderazgo:
Los cambios de liderazgo dentro de los proveedores de software pueden ser increíblemente desafiantes. Imagínese tener que volver a formar repetidamente al gestor de cuentas de su proveedor debido a la constante rotación de empleados. Es frustrante cuando la visión y las promesas hechas por un grupo de líderes se desvanecen con su marcha, sólo para ser reemplazados por caras nuevas con nuevas estrategias.
Call Design proporciona una sensación de estabilidad que a menudo falta en este sector. Nuestro equipo central, dirigido por Michelle y Burke, ha sido una presencia constante desde nuestros inicios. Esta continuidad garantiza que sus relaciones con los clientes permanezcan ininterrumpidas, y no tendrá que adaptarse repetidamente a nuevos estilos de liderazgo.
Plataformas estancadas:
A veces, el problema no radica en que las plataformas cambien demasiado, sino en que lo hagan demasiado poco. Las grandes empresas heredadas pueden carecer de las características y funciones que usted necesita urgentemente para sus nuevos procesos y proyectos, lo que le deja atascado con un sistema que no está a la altura de sus necesidades.
Llevamos años ayudando a configurar las hojas de ruta de los productos de las empresas de software WFM. Aunque no podemos prometer el desarrollo inmediato de todas las funciones deseadas, podemos asegurarle que su voz no pasará desapercibida. Aportamos nuestra experiencia en el sector y nuestro apoyo incondicional para amplificar sus peticiones y esfuerzos. Aunque el cambio no se produzca de la noche a la mañana, con el apoyo de Call Design, su viaje hacia una plataforma más receptiva será mucho más factible.
Navegar por los cambios internos:
En el panorama siempre competitivo de las organizaciones, los contact centers se encuentran a menudo sujetos a rápidos cambios de prioridades y retos imprevistos. Ya sean las directivas cambiantes de la alta dirección o la influencia de otros departamentos, los equipos de WFM se enfrentan con frecuencia a cambios abrumadores.
Entendemos los retos únicos de los cambios internos. Nuestros consultores están profundamente arraigados en el espacio del contact centre, habiendo pasado la mayor parte de sus carreras en las trincheras. Aunque no podemos eliminar los cambios internos, abogamos por un enfoque más estratégico. Animamos a los equipos de WFM a pasar de un modo reactivo a una postura proactiva, alineando sus esfuerzos con objetivos organizativos más amplios. Con nuestro apoyo, podrá afrontar los cambios internos con resistencia y determinación.
En un panorama de contact centers definido por su incesante ritmo de cambio, Call Design se erige como un faro de estabilidad y apoyo. Aceptamos la inevitabilidad del cambio, reconociéndolo como un aspecto fundamental del sector. Sin embargo, también comprendemos el valor de la estabilidad y la continuidad en las relaciones con nuestros clientes. A medida que se enfrenta a los retos del entorno cambiante de los centros de contacto, recuerde que Call Design está aquí para proporcionarle experiencia, orientación y soluciones a medida para mejorar sus operaciones.
Workforce Management (WFM) managers often find themselves in a constant battle to adapt. Call Design understands the unique challenges and frustrations that accompany this dynamic environment. In this blog, we address into the hurdles faced by WFM managers, including leadership changes and internal shifts, and showcase how Call Design stands as a steadfast partner, providing stability amidst the chaos.
The Challenge of Software Changes:
Picture this – you invest in a WFM software solution, believing it’s the answer to your needs, only to discover that the company behind it has been acquired or merged with another platform. Suddenly, the software you’ve come to rely on faces an uncertain future, and you’re left grappling with the frustration of a limited service life.
While we can’t shield you from the industry’s corporate maneuvers, we can certainly guide you through the maze. Call Design has connections throughout the WFM space includes the major WFM platforms. We know the players, we understand their trajectories, and we’re well-equipped to help you navigate through the challenging terrain of end-of-service timelines. With us by your side, you won’t have to face these uncertainties alone.
Keeping Pace with New Players:
The WFM landscape is a bustling marketplace with new entrants popping up year after year. Staying updated and discerning which platforms are worth your consideration has become a daunting task. Moreover, the risk of new players being absorbed by legacy giants adds another layer of complexity to the decision-making process.
We keep our finger on the pulse of emerging players and maintain a deep understanding of their potential trajectories. Instead of drowning in an ever-growing list of platforms, you can turn to us for the latest insights and guidance.
Navigating Leadership Changes:
Leadership changes within software providers can be incredibly challenging. Imagine having to retrain your vendor’s account manager repeatedly due to constant employee turnover. It’s frustrating when the vision and promises made by one set of leaders vanish with their departure, only to be replaced by new faces with new strategies.
Call Design provides a sense of stability that’s often missing in this industry. Our core team, led by Michelle and Burke, has been a constant presence since our inception. This continuity ensures that your client relationships remain uninterrupted, and you won’t have to repeatedly adapt to new leadership styles.
Dealing with Stagnant Platforms:
Occasionally, the challenge doesn’t lie in platforms changing too much, but rather in them changing too little. Large legacy players may lack the features and functions that you urgently require for your new processes and projects, leaving you stuck with a system that falls short of your needs.
We’ve helped shape the product roadmaps WFM software companies for years. While we can’t promise the immediate development of every desired feature, we can assure you that your voice won’t go unheard. We lend our industry expertise and unwavering support to amplify your requests and efforts. While change may not happen overnight, with Call Design behind you, your journey towards a more responsive platform becomes all the more achievable.
Navigating Internal Changes:
In the ever-competitive landscape of organizations, contact centers often find themselves subject to rapid shifts in priorities and unforeseen challenges. Whether it’s the shifting directives of upper management or the influence of other departments, WFM teams frequently face overwhelming changes.
We understand the unique challenges of internal changes. Our consultants are deeply ingrained in the contact center space, having spent most of their careers in the trenches. While we can’t eliminate internal changes, we advocate for a more strategic approach. We encourage WFM teams to shift from a reactive mode to a proactive stance, aligning their efforts with broader organizational objectives. With our support, you can navigate internal changes with resilience and purpose.
In a contact center landscape defined by its relentless pace of change, Call Design stands as a beacon of stability and support. We embrace the inevitability of change, recognizing it as a fundamental aspect of the industry. However, we also understand the value of stability and continuity in our client relationships. As you navigate the challenges of the evolving contact center environment, remember that Call Design is here to provide expertise, guidance, and tailored solutions to elevate your operations.
Your journey toward a more stable and strategically aligned contact center begins with us. Contact Call Design through our contact page or by emailing us at [email protected]. Let’s work together to transform today’s challenges into the successes of tomorrow.
