Part 3: Why do WFM projects fail? – And what to do? | Calabrio
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Part 3: Why do WFM projects fail? – And what to do?

Part three, the final in our three-part series:

Hello again!

Two weeks ago, we recommended that the properly skilled people be in place prior to automated WFM startup. Last week’s posting advised taking it easy and not biting off more than you can chew: i.e. slow and steady wins the race. Just like you shouldn’t overwhelm your agents with too much too fast, likewise, we give our recommendations in stages. This week concludes our series by recommending brainstorming the benefits of automated WFM and ensuring management is on board.

3. Brainstorming the benefits

A. Knowing how the new features can benefit the agents will help immensely over the course of the project. Brainstorm how and why the new system will be good for agents and the organization. If, for example, the following benefits don’t come up, inform them: “Rather than just using a predetermined number, the new WFM system allows flexibility on the number of agents that can be off for vacation on any given day.” Or, “With the new system, we’ll be able to add in extra vacation days because we’ll know more precisely what our service levels will look like for any given day that you may want to request off.”

4. Getting management on board

A. Management means different things. Without executive sponsorship, any project potentially runs into difficulties. Knowing who is behind you and having them assist in making your point will go a long way towards making the project successful.

B. Besides executive sponsorship, floor supervisors are VERY influential in making the project turn out the way you want. If floor supervisors aren’t on board, you run the risk of having them badmouth the software to the agents, which obviously runs counter to your purposes.

Explain the inherent benefits of the software: how it will make their day easier, how it will help them have more time to coach and develop their agents, etc. When these points are understood, they’ll become evangelists instead of opponents, thus furthering your cause greatly. Finally, make sure they’re included in the various parts of training.

By following these four recommendations in this three-part series, revealed in weekly postings, the chances for automated WFM success are greatly augmented. Not only will it make everyone’s day-to-day working life so much easier and so much more rewarding, but the end result will amount to greater satisfaction on the part of both employees and customers!

Dave Hoekstra has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.
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