Getting Our WFM Priorities in Order

Sometimes in our contact centers, we need to get our priorities straight. When it comes to workforce management, are you focusing on the right things? If not, it’s time to put first things first.

If you are familiar with the financial guru Suze Orman, you probably know her famous motto: PEOPLE first, then MONEY, then THINGS.

I have a similar motto when it comes to WFM:

PRINCIPLES first, then PROCESS, then PRODUCT

P¹- Principles

When we understand the underlying principles of workforce management, we lay the foundation for contact center success. Invest in your knowledge and that of your staff. If the people in your contact center don’t “get” WFM, no process, procedure or mac-daddy workforce management system will help you to achieve consistent, sustainable results.

P²- Process

Process is all about taking what you know and applying it. Knowing the principles of good workforce management is one thing. Developing sound processes to support those principles is another. For example, if our WFM team, operational departments and agents aren’t in harmony with one another (or at least singing from the same song sheet), we may hit a high note every once in awhile, but most of the time, we’ll probably be off key.

P³- Product

Although not “mission critical” when it comes to getting calls to our agents, workforce management systems are “critical to the mission” of maximizing the operational efficiency of our contact center. Can workforce management be done without an automated system? Sure it can. But when our contact centers reach a certain size (50+ agents) and level of complexity (multi-site, multi-skill, etc.), a workforce management system becomes a necessary investment. But don’t be a fool by putting all your faith in a tool: our ability to secure a strong return on this investment is dependent upon our ability to successfully merge principles, process and product.

So are the WFM priorities at your contact center in order? Whether it’s training on the principles, a review/revamp of your processes or help in selecting a WFM solution, Wise Workforce Strategies is here to help you get WISE about your workforce.

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