How to sustainably engage teams within customer and IT departments?
How to optimise planning in a hybrid environment?
How to measure and improve the quality and compliance of interactions?
How to empower advisors and provide comfort and autonomy?
By relying on WFO – Workforce Optimization – solutions and change management to provide an efficient and agile work environment.
The latter have become essential within client services. And while the choice of the right solution and the expert who will lead the project is crucial and structuring, it is not the only key factor in the success of a WFO project.
WFO project: 5 key success factors
Here are 5 key factors for success, whatever the size of the company
- The first is not to believe that it is only a technological project, but on the contrary, that it is also and above all a “business” project, at the service of the operational staff, with more or less significant impacts on the operational side and in particular on customer service. It is therefore essential to define and share the challenges and objectives to which such a project must respond with the business lines concerned, as well as with general management.
- The second, upstream of the project, is to establish a preliminary inventory of the situation. which makes it possible to identify the existing situation, the projects to be initiated and the needs of the users. The deployment of a WFO solution alone will not be sufficient to meet the often ambitious objectives defined during the reflection phases.
- The third success factor is therefore to be ready to change, to adapt the organisation, the way of working, the managerial approach, in short to challenge the existing system. How can we take advantage of the strengths of the solution (functional depth and innovation), and respond to the new challenges of the entire organisation? Reproducing an existing system is ultimately very disappointing for everyone, management and employees alike. Adapting management by offering supervisors and advisors the solution that combines a training action plan and personalised support must be taken into account.
- The fourth success factor is that it is essential to engage in a participatory and collaborative approach. It is true that the deployment and daily use of a WFO solution will contribute to reinforcing the commitment of employees, for example by allowing advisors to progress (via Quality Monitoring), to have more visibility and flexibility on the planning (via the WFM, the planning solution), and therefore to reinforce the experience and customer satisfaction. Nevertheless, our experience shows that it is essential to involve employees in this adventure before deployment… Employees are the best ambassadors of such a solution.
- Finally, the implementation phase, which has a major impact on organisation, HR (with possible impacts on employment contracts), the evolution of roles and skills and management. It is also essential to identify these changes in detail and of course to support them. Communication, training, coaching, monitoring of usage and support over time are key elements in providing the best possible support for the changes to all the company’s staff (from advisors to directors, including support and IT functions).
Activeo, an expert partner in WFO projects, supports business and technical teams throughout all phases of the project – from the definition of needs to deployment, including training (Qualiopi training plan certification) for all types of users. To support the company over the long term and ensure the solution is adopted, Activeo offers its services and its 24/7 support centre and managed services. Find out more about our WFO solution partners, for which Activeo has certification and expertise: Verint, Nice, Calabrio and CaretoCare.