Call Center Scheduling Featured Article
Engage Users on Both Ends of WFO Adoption
Some people love to figure out new things. They enjoy exploring the functionality of new applications, appliances, and gadgets. And they might not mind reading manuals. In fact, they may even relish it.
However most people are not particularly keen on figuring out new stuff. They may do it for work. And if there’s something in the house that needs a quick fix, they may check out YouTube (News - Alert) and follow directions to take care of it. But they’re not going to spend a lot of time playing with software or gadgets to see what else they can do.
But if there’s a way to do things differently and better, and someone can quickly and effectively demonstration it or tell them about it, chances are good that these individuals are open to change.
That said, when organizations like call centers are looking at how they can improve efficiency and want to adopt new solutions like workforce optimization software to allow for that, it’s important to explain what’s possible and how the new solution can work. And even before you get to that point, it’s helpful for business leaders to get input from the people can actually benefit from a new solution by asking them how they do things right now and what tools and techniques could make things easier and more efficient.
Once the call center or other organization has selected and implemented the WFO or other solution, it’s also important to provide users with the training they need on how to leverage it. And breaking that new information down into bit-size pieces – by starting with the basics during the initial course and then getting into the details of features and functionality in later training or on-demand material modules – can help with user adoption and new information retention.
Edited by Maurice Nagle