Workforce leaders are constantly seeking ways to enhance customer service, improve employee experience, and maintain productivity—all while staying agile in an ever-changing environment.
While on-premises Workforce Engagement Management (WEM) solutions have long provided stability, control, and security, cloud-based solutions open the door to new possibilities.
With the cloud, contact centers gain unmatched scalability, flexibility, and access to innovation. From seamless integration with emerging technologies to the ability to quickly adapt to shifting demands, the cloud presents opportunities that can’t be overlooked.
If you're considering a move to the cloud, this blog will guide you through the key steps—helping you build on what works while embracing the future with confidence.
1. Assess your current setup
Start by understanding your existing systems, applications, and workflows. This will help you identify what needs to be included in your new cloud-based solution.
- WEM components and features in use: Document the workforce management features your team relies on, such as scheduling, forecasting, quality monitoring, and performance analytics. Identify gaps and limitations in your current setup.
- System dependencies and integrations: Map out how your WEM solution interacts with other critical systems, such as contact center platforms (e.g., CCaaS solutions), CRM, IVR, and telephony systems. Understanding these connections ensures a seamless migration without breaking workflows.
- Current performance and bottlenecks: Evaluate metrics such as system uptime, speed of schedule generation, and report processing times. Identify any performance bottlenecks that hinder operational efficiency or employee productivity.
- Critical vs. non-critical processes: Differentiate between critical workflows like real-time adherence monitoring and less essential tasks to guide your migration priorities.
2. Identify key cloud providers and solutions
The ideal cloud provider should not only meet your current operational needs but also align with your long-term business goals. Here's how:
- Scalability and flexibility: Ensure the cloud solution can scale as your business grows, whether you’re adding more employees, expanding to new locations, or implementing new channels like social media and live chat.
- Security and compliance: Evaluate the provider’s security measures, such as encryption, multi-factor authentication, and data backup protocols. Confirm the solution meets industry compliance standards like GDPR, HIPAA, or PCI-DSS, depending on your regulatory environment.
- Vendor support and service levels: Assess the provider’s track record for reliability and customer support. Review their service-level agreements (SLAs) for uptime guarantees and response times. A provider offering 24/7 support ensures you have assistance when you need it most.
- Cost structure and ROI: Analyze the pricing model (e.g., subscription-based, usage-based) to ensure it aligns with your budget and operational needs.
3. Develop a phased migration plan
A phased migration plan is essential for ensuring a smooth transition from on-premises to cloud without disrupting operations. Here’s what you should consider:
- Define migration goals and priorities: Start by clearly outlining your objectives for the migration. Are you looking to scale your operations, reduce maintenance costs, or enhance workforce management capabilities? Once goals are defined, prioritize which systems and workloads to migrate based on their impact on daily operations.
- Identify less critical workloads: Begin with processes that are less critical, such as historical data archives or reporting tools. These initial migrations allow your team to test the cloud environment with minimal risk and gain confidence before moving core functions.
- Plan for core WEM systems: After testing the waters with non-critical systems, focus on migrating essential components such as real-time adherence, scheduling, and forecasting tools. Coordinate closely with your IT team to schedule migrations during low-traffic periods to reduce disruptions.
4. Test and optimize post-migration
Once your WEM system has been successfully migrated to the cloud, thorough testing and optimization are crucial to ensuring it meets performance and reliability expectations.
- Validate system performance: Perform stress tests to determine how the system manages high call volumes and agent activity during peak periods. Confirm that real-time functions, such as adherence monitoring and intraday management, operate as they should.
- Verify data integration: Test the system’s integrations with critical tools, including payroll, CRM systems, and IVR, to ensure smooth and accurate data flow across your ecosystem.
- Test scalability and flexibility: Simulate scenarios such as onboarding new employees or handling seasonal spikes to confirm the system can scale without issues.
5. Train your teams for success on the cloud
Empower your workforce by providing training on the new cloud-based tools and processes. When employees understand the system’s capabilities, they can fully leverage its potential to improve operations and customer service.
- Collaborate with Your Vendor: Leverage training and onboarding materials provided by your cloud solution provider.
- Focus on Change Management: Communicate the benefits of the new system and address any concerns to ensure a smooth adjustment.
Read more: The journey to workforce engagement management in the cloud.
Ready to make the move?
Transitioning to a cloud-based WEM solution is more than a technological upgrade—it’s a strategic leap toward a more agile, innovative, and employee-focused future.
At Aspect, we’ll support you every step of the way. Whether it’s assessing your current setup, helping select the best cloud provider or supporting your migration and integration process.
The future of workforce management is in the cloud. Are you ready to take the next step?
