Deployment Does Not Equal Adoption Part 3: Field Enablement
When it comes to adoption of any new process or WFM solution, the field is where most organizations focus. While that is not surprising, many organizations still often fail to develop a comprehensive plan to ensure an effective and smooth implementation. For instance, it is important to identify the ideal time to initially engage the […]… read full article
July 18, 2018
The Challenges of Unifying Omnichannel Needs in a Single WFM Application
In a world where centralised systems are increasingly being used to standardise processes and simplify technical architecture within organisations, it can be an attractive proposition to look at standardising your IT solutions across both brick-and-mortar and e-commerce operations. The lure of this proposition can be even more tempting in the WFM space due to the […]… read full article
July 18, 2018
Who owns your employees’ digital experience?
In today’s digital world, consumers can buy products, book a table, purchase tickets, reserve a hotel room and schedule appointments through their mobile phone. They can lodge a complaint, give a compliment and get answers to questions by connecting directly with the brand or like-minded consumers via social media, chat and other online communication tools. […]… read full article
June 12, 2018
Don’t Just Test-Drive Your WFM Solution – Take it Off the Lot!
Over the years, I’ve seen the good, the bad and the ugly of post go-live WFM implementations. When I engage in an executive business review months after the WFM project is complete, it is not unusual to find adoption rates from end users well below 30 percent – this is just not acceptable and turns […]… read full article
June 8, 2018
Deployment Does Not Equal Adoption Part 2: Corporate Enablement
When organizations implement a new WFM process or solution, too often user adoption is viewed as an end game task. The process of change, however, happens right at the start, touching all levels of the organization, and should be a forethought rather than a late addition to the planning process. Change management is typically only […]… read full article