By Gaylord Pierce - November 14, 2021
Industry’s Tips for a Smoother Transition to Digitized WFM
Here’s the fundamental truth about the commercial world in the 2020s; if you’re not digitizing, you’re doing it wrong. Whether it was a sales call center, a customer care center, or even an emergency call center, transition to digitized WFM is one of the best decisions.
In this read, we’re going to disclose to you some of the best industry tips to implement a smoother and better transition to WFM.
Cloud-Based Solutions Are Always Better
There used to be a time when commercial buildings had a separate floor to store all the heavy computer infrastructure to implement all the digital operations. But ever since cloud-based solutions have come into play, all these uneasy expenses have disappeared.
Thus, it’s essential that you also adhere to cloud-based solutions during the WFM transition. This way, the scalability and infrastructural expenses issues won’t be problematic at all. Since there are reliable companies, you don’t have to worry about constant uptime and functionality.
Choosing Patented Devices Is Highly Advised
If you scouted the industry of automated WFM service providers, you would see that most companies are using several trademark solutions that are completely irreverent to the company. This is where the patent comes into play. For example, the use of SoftPhone is a patented solution that skyrockets the efficiency of call centers. The highest quality of the functionality would be there only if you went for the mother company.
Invest in a Single Platform for All the Employees
Now that your company is considering deploying digitized WFM, you should understand that the employees themselves should be transformed to the digitized form. This basically means that your business management software must have resources to handle all the employees in a single platform.
This is where the activity status, the in and out times, and all the other characteristics are present. Since most sophisticated WFM companies would offer you this facility, you should be sure to acquire it.
Be Open to Suggestions by the Professionals
The strongest telltale sign of a reliable WFM service provider is not merely fulfilling a request, but making better suggestions if there are any, or confirming the suitability of your choice. After all, this is not your expertise and the said professionals can most certainly help you to make better decisions.
But in order to make their job easier, you should provide them enough statistics to understand the existing status and share where you’re headed as a company. That way, the WFM service provider would be able to suggest even better solutions than what you think suits you the best.
Ensure the Fundamental Requirements Are Fulfilled
The transition is not going to be smooth if your employees didn’t have what they badly need in the software. The presence of call and screen recording is one such example. As a rule of thumb, it’s always better to inquire about all the features in the software well beforehand so that you’d know that you were making the right decision.