“I’m not sure we’re ready for workforce management…”
If we had a dollar every time we heard this from a company (who eventually turns into a customer), we.wouldn't need to sell software! Better support, improved productivity, less stress, a happier team—there are tons of perks associated with workforce management. However, it can still be pretty misunderstood. That’s why we’re dedicating this post to separating fact from fiction. Here are a few of the misconceptions we’ve heard about workforce management, as well as why they couldn’t possibly be further from the truth.
Truth: Workforce management isn’t about doling out schedules and directions to support team members. On the contrary, everybody benefits from the increased visibility and flexibility. Decision-makers have the information and transparency they need to make smart choices and prioritize the human needs of their support team—and not just the numbers.
Truth: The right workforce management solution will make your life easier, not more difficult. A platform like Assembled is intuitive to use without a huge learning curve. Plus, support team leads can still trust their instincts for scheduling, but use Assembled as a gut check and confirmation that they’re on the right track.
Truth: Workforce management isn’t something that you do once you have all of your ducks in a row—it’s what helps you get your ducks in a row. For example, you don’t need to achieve peak productivity before you introduce workforce management. Instead, it’ll give you the data you need to identify problem areas and to improve productivity levels.
Truth: Your approach to workforce management is a core element of your team’s culture. It’s far better for you to set the right operating norms earlier, rather than rather than introducing one after existing processes run off the rails.
Truth: Workforce management will change the way you handle forecasting and scheduling, but it doesn’t need to be a complete departure from the way you currently operate, especially if you use software that integrates with the tools your customer support team is already using. Clunky or non-existent integrations will only slow you down.
Truth: Despite the fact that workforce management sounds formal and technical, it’s not something that should stifle your company’s culture. In fact, it does the exact opposite. It exists to help you make the best use of your human talents in a way that also meets the business’ needs. Adequate and thoughtful scheduling makes your agents feel more in control and empowered.