Let’s paint a picture. You’re an expert contractor, tasked to build an extravagant modern home. The client wants 5 bedrooms, 7 baths (a different bathroom for every day), an indoor pool, a game room—the whole nine yards. It’ll be a big project, but with the right gear and team, you’re up for the job. As you and the client get ready to finalize the details, you’re hit with an additional stipulation. You’ll only be given a Swiss Army knife to build the house.
For a quick task or a last minute fix, a Swiss Army knife may get the job done. But building a complex home with a strong foundation using only that tool would be impossible. At this point, would you even want to take the job? Probably not.
So, why take that risk with your workforce management software?
Simple tools with lots of features are great solutions for basic WEM needs. All-in-one CCaaS vendors are the Swiss Army knives of WEM. You get several functionalities that can get you by in a pinch. If you need to tighten a single screw on your budget forecasting, bundled CCaaS could get the job done.
However, if you need to tighten all the screws across an entire construction site, you’ll want a precision tool built for the job. That’s where specialized workforce engagement management platforms come into play. You get the focused functionality that all-in-one vendors often lack.
As you explore your organizations workforce needs, consider the ways that the precision of a purpose-built WEM tool may deliver where all-in-one options fall short.
Readiness to scale
Assembling a children’s playhouse can take a surprisingly long time, as some tired parents can attest, but it still can’t compare to constructing a real house.
WEM-specific products are built for scalability and increasing complexity, while bundled options typically suit simple workforce environments. As your organization’s needs grow, your tools must scale to effectively keep up with growth. Things like customizable forecasting models and complex scheduling rules often aren’t available in bundled services. In order to scale to enterprise-level operations, an organization needs to have powerful, flexible, and targeted workforce solutions.
ThatSwiss Army knife could technically get the playhouse job done, but it’ll cost extra time and frustration. You move on to any big construction job and aSwiss Army knife is no longer serving you. Not only can a precise and professional tool kit get the playhouse building done in record time, it’ll be ready to work on large projects too.
Calculating the true cost
When you’re considering the budget of a construction project, are you factoring in the true cost of equipment? When you’re starting large project, there’s likely a line item in the budget for investing in proper tools. But, that line item may not account for lost time and money due to use of ineffective tools or the additional expense required to replace broken equipment that doesn't hold up to the task.
Investing in proper tools is crucial for workforce management too. If your tools are falling short and lack the robust WEM features needed to run your business, it could be time to reassess your workforce platform. You might be overlooking costs beyond the platform price. Organizations with minimal scheduling and reporting requirements may find the Swiss Army knife of a CCaaS bundle enough to get the job done. But if your operation requires true workforce optimization like quality assurance, performance management, and employee engagement, you may be left spending extra time and resources to make up the difference. With features like AI-powered forecasting, dynamic scheduling, and robust performance management, WEM-specific tools can deliver a higher return on investment and a better true-cost value.
Jack of all trades, master of none
While a Swiss Army knife can include up to 85 (!)tools, none of them are truly the best in class. Sure, it can work in varied situations and might get the job done in a pinch, but it's neither the first choice nor particularly effective for any specific task. As our VP of Operations, Stephen Krieger quipped, "I'll use a Swiss Army knife for a lot of things. But if I want a knife, that's not what I'm grabbing."
A bundled CCaaS vendor can provide workforce solutions across different contact centers in various industries, but that’s typically where services stop—at the front of house. Organizations aiming to unify workforce efforts across their operations will notice a lack of support for back-office operations in addition to the inherent limitations of an 'all-in-one' solution. The functions just aren't there. Specialized WEM solutions ensure a comprehensive integration and function supporting both front- and back-office needs. With a transparent view of both customer-facing and internal teams, businesses can create holistic workforce plans to improve operations across the organization.
Specialized support for every project
Do Swiss Army knives come with warranties—maybe? Or customer support? Probably not. Professional-grade tools sure do though. With investment-quality tools, you’re getting support to guide you through learning curves and challenges that ensure you get the most value, from the first day to every day.
With bundled products, WEM solutions are typically treated as an afterthought—an add-on feature backed by limited expertise or a box to check on an RFP. WEM-specific products are just that—specifically designed and supported by experts in workforce, giving you get exactly what you need to meet complex workforce challenges.
The Aspect team is made up of tenured WEM and WFM professionals, from design and engineering, through the entire customer journey. Our experts offer guidance and support pre-sales, throughout implementation, and well after deployment—you'll be connected to experienced resources all along the way.
In tight situations when expert precision isn’t necessary, the multifunction Swiss Army knife will do. But, even though it has a screwdriver and a wood saw, it's not the smart choice to build and maintain a reliable foundation for your home.
Your workforce is the foundation of your operation. For something so fundamental to your organization's success, is it worth it to prioritize convenience over precision and efficiency? Don’t sacrifice effective workforce management capacities for convenient ones. An investment in specialized WEM tools is an investment in a solid foundation for your entire workforce.
