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. This can result 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 the purchase of your workforce management toolkit.
1. Invest in a quality WFM system that has stood the test of time.
Investing in the best quality workforce management toolkit offers an advantage that helps ensure you won’t 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 your workforce management toolkit 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. Some companies who offer a complete suite of products may not fully understand WFM, or may be 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. It’s beneficial to 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 best 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. Workforce management toolkit is a valuable asset, but is not as effective without a thorough understanding. Support lines are important 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. Your workforce management toolkit is meant to be just that – a suite of tools. Proper knowledge and training is what allows an individual to start fully optimizing the software.
6. Take advantage of upgrades and get trained on them.
Upgrades are created for your benefit. Training on upgrades ensures your Workforce management toolkit is working at maximum capacity for you. When upgrades are introduced, ensure training is received that will enhance your ability to understand and capitalize on their full worth.
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 that your workforce management toolkit is working for you, so you may receive a maximum return on your investment.
Pipkins, Inc., founded in 1983, is a leading supplier of workforce management software and services to the call center industry, providing sophisticated forecasting and scheduling technology for both the front and back office. Its award-winning Vantage Point is the most accurate forecasting and scheduling tool on the market. Pipkins’ systems forecast and schedule more than 300,000 agents in over 500 locations across all industries worldwide.