WorkForce Management Training Classes:
Tips for Success
By
Mathew Duncan
So you have finally justified
your investment in a new workforce management solution.
You negotiated well with the provider and got all the bells
and whistles. Now it is time to deploy and train the users!
The success of your deployment and ROI depends on making
the most of these sessions and here are a few tips to make
these typically “canned” classes as meaningful
and productive as possible.
1.
Set up success criteria. Determine the benefits you expect
from the class and relay these to your provider. These should
be realistic and concrete and include specific language
such as; Be able to generate more accurate forecasts, Develop
a usable set of optimized schedules, Understand how to apply
intraday management tools, Determine a set of useable reports
to monitor performance.
2.
Pick the right setting. Isolate your team in an area where
they can really focus on the new solution. Try not to let
your team drift in and out of the session. We know they
have a center to run but make arrangements for the “B”
team to run the operation. You may want to see about setting
up special session hours with your provider. Come in extra
early and end at 3 PM, for instance, so they can keep a
pulse on the operation. You can also set up two planned
half hourly breaks for this purpose and perhaps go a little
longer to make this up. Your provider should accommodate
suggestions like this readily.
3.
Send the right people. Workforce management is not an administrative
function and the team should consist of individuals that
have management perspective and some level of authority
to respond to the information that the system will provide.
They should be analytical in nature and fluent with PC’s.
We generally say that for a 150 agent contact center you
should allocate one full time WFM resource and one additional
for each 100 agents. Make sure you send a backup resource
as well.
4.
Get the class materials early, manuals, etc. and review
and familiarize yourself with the content. Know what you
are going to cover. In preparation for the class, you should
be well prepared with any supplies you may require for the
class (i.e. notepad, writing utensils, etc.) Also, if there
is to be handouts or manuals utilized during the training,
make sure you possess all of them.
5.
Collaborate with the vendor on a detailed agenda that is
focused on your objectives. Be informed of what exactly
will be trained in the coming class. Some examples of items
that may or may not be taught in a standard WFM Training
Class include ‘Types of Agent Staffed’, ‘Types
of Incoming Traffic’, ‘Infrastructure of your
Computer Environment’, and ‘Types of Shifts to
be Scheduled’. Get a sense of the teaching philosophy,
is it listen and learn, interactive, hands-on or all of
these. This will help your team have the proper expectations.
6.
Use your data. If possible, train with your data. WFMG has
observed that deployment cycles for the providers include
a “training class” that is really your team sitting
around entering data into the system. While it is important
to understand the mechanics of system setup and adding and
deleting agents and queues etc, this is not the best use
of time. Send the relevant data (call history, agent names,
login id’s, skills, queues, groups, activities, shifts
and schedules on any electronic media for population into
the system. Have the provider train the “workforce
management cycle.” See our last three newsletters.
7.
Meet the trainer in a conference call in advance. Ask about
their history running an operation. Training the users on
how to setup and navigate the application is only part of
the objective. Your team must understand how to apply the
system to your culture without disrupting your operation
or agent morale. Your trainer must have this perspective
to understand your challenges. Unrealistic optimized schedules
that will not support your environment or the needs of your
agents are not good solutions.
8.
Talk to other users. You checked references during your
due diligence. Call them for advice now! Find out what they
thought about their class and how it could be better. Ask
them for the keys to their experience and how and why it
was successful.
9.
Focus on production. The mechanics are essential but stay
focused on generating the outputs necessary to deliver the
benefits of the technology.
10.
Cover the providers support procedures before moving forward.
Make sure you understand the exact procedures for contacting
your provider. Make sure you understand the escalation procedures.
11.
Complete a training class debrief meeting. Document the
class in process and report to management and your provider
on the overall success. Do not be afraid to ask the provider
to step up to gaps in knowledge. It is in everyone’s
best interest to get all questions answered.
These tips should
help you get the most out of training and help you to realize
the return on the investment that was promised. Congratulations
on your new solution, it will change your life for the better
and if properly managed will increase service level and
satisfy the needs of your agents. Please write Matt at Duncan@wfmg.com.
