Intelligent Deployment with WFMSG's proven Steps-to-SuccessTM model
The WFMSG Steps-to-Success Deployment Process was developed after years of monitoring and evaluating workforce management system technologies across all platforms. Our team of highly experienced workforce management subject matter experts have deployed and optimized hundreds of contact centers.
WFMSG focuses on best practices and production oriented training. We are on-site three times. Your team is trained using your call history, your agents, and your schedules in a highly consultative and process-oriented approach based on your unique culture.
Our Steps-to-Success process includes a two day, post training optimization visit to refine and fine tune your knowledge and your processes. You can expect to be "live" after step number five, below, which usually takes place about 6-8 weeks after authorization.
Community Steps-to-SuccessTM Deployment Process
Our insightful and consultative approach ensures that your Community deployment and integration progress smoothly. Our Community training is aligned with your objectives during our pre-installation consultation. Our training not only includes software training but best practices behavioral training and process. Our standard deployment cycle includes a follow up optimization visit. WFMSG's methodology encapsulates thousands of hours of workforce management technology optimization across all industries and platforms, not just Community.
Pre-installation Consultation and Workshop
Your business is unique and "off the shelf" approaches will not align your business model with your investment. This session prepares your team technically and tactically to capture the benefits you expect from your workforce management investment.
Installation and Integration
Community installs easily via remote access on the customer provided server. There is nothing to install on the desktop and installation is typically completed in less than one-day. Integration into the various phone systems and ACD's is completely in conjunction with the install process and we have a robust list of the most widely utilized platforms including all versions Avaya®, Aspect®, Asterisk®, Cisco, Interactive Intelligence®, NEC®, Siemens®, Rockwell® and many others. We can connect to multiple devices simultaneously and have a set of generic database collectors that can be readily adapted to integrate into less well known platforms. We can also develop custom interfaces to receive or send data to payroll, CRM or human resources applications.
Community Operational Training
Our training takes place at your facility and utilizes your call history, agent profiles and scheduling rules that ensure that at the completion of this four day session, your team is in production and using Community across the breadth of its functional set.
Community Optimization Session
WFMSG recognizes that as your organization begins to embrace Community that your perspective begins to change and your insights into your culture and operation also evolve. This optimization session is included as a standard element of our overall deployment process. This session not only refines your baseline training but enables you to bring to bear our subject matter expertise to your unique opportunities and make the most of your Community investment.