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Millennials in the Contact Centre Workforce

5 things you should know about Business Systems' Workforce Management offering

8 min read
Author Business Systems UK
Date Feb 1, 2018
Category Uncategorized

The company you choose to implement your Workforce Management solution can impact how quickly you see a return on investment as well as the quality of service you deliver to your customers.

At Business Systems (UK) Ltd we work with all major Workforce Management (WFM) manufacturers (Teleopti, NICE and Verint) and boast an outstanding Workforce Optimisation team of experts.

With over 50 years of Workforce Optimisation experience combined, our team have seen it all.

If you are considering implementing a new Workforce Management solution or upgrading your current system, here are 5 things you need to know about work with Business Systems (UK) Ltd.

Let’s bring this to life.

Scenario: Our charming and knowledgeable Sales Executives have booked a meeting to discuss how Workforce Management can help simplify your life and increase your workforce productivity.

Here is what happens next:

  1. Finding the best fit solution because they are not all the same

Working with the top Workforce Optimisation manufacturers we understand the ins and outs of the different solutions and how their features and functionalities can be better suited for different work environments.
At this stage, we carefully study your work environment in order to put forward the best solution for you. We are only successful if you are, so it is in our best inertest to make sure you are more than satisfied with the solution.

Scenario: Great! You met with our people and they impressed you enough, that you’ve decided to work with Business Systems (UK) Ltd. We’re extremely pleased and eager to get going. Welcome to the team.

Here is what happens next:

  1. Making the technology work for you

Once the purchase order has been raised, a project is opened and you are assigned a project manager who arranges an initial kick-off meeting.
The aim of the meeting is for both teams to get to know each other, how they operate and steps to come. This phase is all about you.
Finding out how your workplace operates (for example how annual leave is managed, available channels, individual service level agreements (SLAs), employee breaks, training requirements etc…) gives us an in-depth understanding as to what processes need to be replicated, but also insight into any additional recommendations we may have to help your team work more efficiently and maximise your return on investment.
We take the discovery phase very seriously as it dictates how we’ll configure the Workforce Management solution in order to meet your needs.

  1. Technical implementation.

Once the discovery phase is completed, the technical implementation begins.
During this time, your assigned project manager will liaise with you closely to ensure you are kept up to date.
Once the integration is completed, the team carries out validation checks to make sure the Workforce Management tool is receiving accurate data and working as it should.

Scenario: Your Workforce Management solution has been integrated. It’s time for the fun part – Let’s work on getting you that return on investment!

Here is how we ensure you get there as soon as possible:

  1. Focused on delivering ROI:

We have a very hands-on approach. Once the solution is integrated, we deliver training workshops to give you the knowledge and tools you need to make the most out of the solution.
For example: accurate multichannel forecasting, efficient multi-skilled agent scheduling or understanding how to gain increased visibility through real time adherence, just to name a few.
Our workshops have been designed to be collaborative and hands-on, giving your team a chance to fully understand how the system works.

Scenario: You’re solution is up and running… so that’s it. No more Business Systems (UK) Ltd? Not quite…

  1. We stay in touch!!

Once your solution is live, we continue to communicate with on a regular basis in order to:

  • Carry out periodic value visualisation
  • Carry out health checks
  • Ensure you are continuously getting the most out of the technology
  • Ensure pre-planned later phases of implementation are fulfilled

As Scott Budding, WFO solutions architect at Business Systems’ says: “We really want to ensure our customers are making the most out of their investment. A customer going live is seen as the beginning of their Workforce Management journey and not the end of it”.
If you are interested in finding a Workforce Management solution that fits into your business needs you will want to talk to our team.
Get in touch.