Let's start with this: complexity isn't always a bad thing. As WFM pro Alec Bowman-Clark mentioned in an Ask Aspect Q&A, complex workforce management solutions can be valuable for those who need them. Some organizations face challenges like intricate scheduling requirements or need robust reporting capabilities that aren't available in every WFM tool.
But what if the complex functionalities in a WFM platform become overwhelming? What if all the buttons and features in a tool start to feel daunting? It may be time to assess—or reassess—how you approach WFM tools as your organization grows and your business needs evolve.
We'll explore a few ways to simplify your approach to WFM tools, ensuring you maximize the value of your workforce software.
Understand your actual WFM needs
It’s important to understand your organization’s WFM needs at the beginning of the software evaluation process. It’s also crucial to reassess those needs as your business scales and WFM requirements change.
Regardless of whether you’re evaluating workforce software for the first time or reassessing how you use your current tools, start with making a list of functionalities, including what’s a required features versus a nice-to-have feature.
Here are a few questions to consider:
- Does this feature provide value to my organization?
- Does this feature align with business objectives?
- Does this feature offer insight into our KPIs?
These questions can help guide you through which functionalities to prioritize mastering, while identifying others that can remain on the back burner for future exploration.
Learn more about evaluating contact center software in our latest blog series or explore in-depth evaluation criteria in our WFM and WEM Buyer’s Guide.
A few key features to consider
As you evaluate the above questions, let's explore specific features within WFM tools that can streamline operations and reduce complexity in your daily workflow. Consider the following:
- Employee self-service portals: Workforce solutions with self-service options give employees more autonomy while simplifying processes for management. Tools like Workforce Experience (WFX) allow organizations to set rules that balance employee schedule preferences with required staffing levels. Employees can take advantage of self-scheduling, shift swapping, and get predictive time-off approvals based on transparent staffing requirements.
- Real-time staffing insights: Balance staffing levels and reduce labor costs by responding to real-time changes throughout both the workday and across longer planning periods.
- Actionable analytics: Accurate and actionable data can improve performance across your workforce. Prioritize functionalities like advanced forecasting and performance tracking to inform decision-making across your organization.
Streamline and simplify your strategies
Along with assessing your organization’s WFM needs, consider implementing the following strategies to simplify using workforce tools.
- Implement a unified platform approach. Segmented workforce platforms can increase complexity and create data siloes for managers, along with lowering adoption rates for agents. Explore options that unify data for single source of truth, simplifying functionalities like forecasting, reporting, and performance tracking.
- Create role-based views and customized interfaces. Team members have different needs, and interfaces should reflect what's most relevant to each individual's role. This simplifies the learning curve by focusing only on the features they'll actually use.
- RCN, an Aspect customer, used solutions in Aspect WorkforceOS to carefully track employee performance metrics. However, role-based interfaces were developed to keep employees from being inundated with non-vital information that could distract them from customer service interactions.
- Develop standardized processes. After determining what WFM features are directly beneficial to your business, create processes that leverage the right functionalities that contribute to boosting operational efficiency.
- NRTC Managed Services handles contact center responsibilities for around 330 companies, requiring employees to represent as many as 40 companies. With standardized processes utilizing Aspect Workforce forecasting and scheduling tools, NRTC was able to effectively pinpoint schedule gaps for represented companies as employees leave.
Change management and training are crucial
As your organization grows and workforce management needs become more complex, you'll need a strategic approach to managing changes.
- Focus on WFM tool adoption. Low user adoption and engagement minimizes the benefits organizations will see from their workforce software. Adoption-focused processes like tailored onboarding and employee feedback sessions can reduce discouragement when learning complex tools.
- Consider utilizing tools like WFX, built for intuitive usage and quick adoption. Tools with simplified user interfaces and built with UX at the forefront can increase adoption and ease complexity stressors for agents.
- Ongoing and relevant training. WFM isn't one-size-fits-all—employees need training that's relevant to their specific roles. Eliminate unnecessary complexity by targeting training materials to the key features employees need to master based on their responsibilities.
- Reach out for support. Part of a software vendor's responsibility is ensuring you get the most from your workforce tools. Build a relationship with your provider based on proactive support to address challenges before they arise.
- Aspect Training and Customer Support experts offer services to help teams navigate workforce changes and simplify complex systems. Learn more about the importance of evaluating vendors and their support services in our "How to buy contact center software" guide.
Strike the balance between powerful functionality and simplicity
Your workforce management efforts may require powerful functionalities to address complex challenges, but your tools shouldn't be difficult to use. As Tina G, our Director of Product, said in a recent Ask Aspect:
“Simplicity might suggest a basic or unsophisticated product, what we really mean is a product that delivers powerful results through minimal effort.”
As we iterate on our products and create new solutions to WFM challenges, we prioritize building feature-rich products that don't overwhelm users. Our goal is to help you achieve your objectives with fewer steps and less friction, using strategies and tools that support both employee and organizational needs.
Interested in learning more about the ways we’re making WFM simple for employees and managers? Tap in to WFX and get a deep dive on features like intuitive scheduling and predictive insights to improve your day-to-day.
