In our recent webinar, Irina Mateeva, a workforce management (WFM) consultant, shared her insights on the right timing for adopting WFM systems, their benefits, and common pitfalls. 

As a WFM consultant practitioner, Irina is dedicated to transforming businesses through optimised workforce solutions. Irina has successfully implemented WFM solutions in over 50 organisations worldwide, adapting her approach to fit the unique challenges and needs of each. Her practical experience in all aspects of WFM allows her to uncover root causes of inefficiencies and provide solutions that aren’t just theoretical, but work effectively in real-world settings. 

No worries if you couldn’t make it— here’s a look at what we learned and how it can help you streamline your operation and empower your team.

When’s the right time to adopt a WFM system?

The decision timeline to implement a WFM system varies by company, as you need to weigh up company-specific factors like industry, organisation size, and complexity. Traditional tools like Excel, while familiar, will fall short in efficiency and flexibility as your company grows. A WFM system gives you better control over agent schedules, addressing these deficiencies and shortcomings.

Excel and similar spreadsheet tools pose significant risks, especially as the complexity of data, like payroll information, increases. The likelihood of errors in formulas can lead to substantial issues, making WFM systems a safer and more reliable choice.

Organisational growth needs more structured and efficient workforce management. As your company scales, the combination of expanding your team and improving your efficiency becomes increasingly demanding. 

The importance of agent empowerment

Many organisations still adopt rigid scheduling, which can contribute to high employee turnover. WFM systems offer flexibility, allowing for schedule changes and modifications, which in turn can help retain talent. Additionally, giving employees more control over their schedules helps foster a healthy work life balance and reduce attrition. 

Choosing the right WFM system

There are a lot of WFM systems to choose from, and you need to pick one which is right for you. It’s essential to understand your organisation’s current needs and future goals. Financial considerations are important, as the cost and features of WFM tools vary. The selection process should focus on finding a system that fits your specific requirements and budget constraints.

Dedicated planning teams are vital for the effective implementation and utilisation of WFM systems. These teams shouldn’t be confused with customer service management roles but should be focused on strategic workforce planning.

Here’s some things you should keep in mind when you’re in the WFM selection process:

Weighing up WFM vendors

Selecting the right WFM system involves extensive discussions to secure decisions and budgets. You should consider engaging with external consultants to facilitate this process, ensuring you get a thorough understanding of needs and effective system integration. They know the roads of WFM, and can use their experience to connect your company with the right solution.

Vendor interactions

When dealing with vendors, asking about their roadmap and support processes can give you insight into their long-term service quality, and whether or not they’ll be the right partner for you. Understanding their approach to new functionalities and post-implementation support is crucial.

Legal and regional considerations

Different regions have varying legal requirements that influence WFM implementation. You should develop checklists based on these legal frameworks and look for vendors that offer partnership and relational depth.

Onboarding tips

Budget constraints and internal readiness can hinder your WFM adoption. It’s crucial for your planning personnel to understand the capabilities of WFM tools fully. Misunderstandings about the tool’s purpose and potential by senior stakeholders can also pose challenges to the idea of WFM gaining traction.

Bear in mind that when you’re making the shift to WFM, companies with prior experience using WFM systems or those familiar with workforce planning processes will find the transition smoother. However, a lack of fundamental planning knowledge can make the migration challenging.

Newcomers to WFM systems should be prepared for the necessary training and adjustments. It’s important to understand that WFM tools aren’t designed to replicate older, outdated solutions— instead, they offer more structured and reliable workforce management solutions.

Wrapping up

Adopting a WFM system is a significant step towards modernising workforce management. By understanding the factors discussed in our webinar with Irina Mateeva, you can make informed decisions that enhance efficiency and employee satisfaction.

Looking for a workforce management solution? Look no further. Book a demo today to see all Surfboard has to offer.

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