When to Make the Leap: Evaluating the Move to a New WFM System

Last week, I discussed the criteria I use to assess a new workforce management (WFM) system when a contact center is purchasing its first WFM system. This week, I'll discuss the criteria I consider important when transitioning from one WFM system to another.

With that being said, staying with the current vendor is often my default choice, due to the inherent costs associated with switching systems. These costs include:

• The operations team having to learn a new system and alter existing processes, such as requests for paid time off and overtime, learning to navigate the WFM dashboards for real-time tracking, and managing schedule changes.
• The WFM team facing a learning curve to understand the new system's functionalities.
• The need to disconnect and then reconnect any established data connections with the new WFM vendor's API endpoints.
• Reporting and key performance indicators (KPIs) not translating directly to the new system, necessitating re-education or training for the leadership team.

The friction points are numerous, and the return on investment, in terms of both time and capital, is often less favorable than when acquiring a new WFM system for the first time. This is primarily because the existing system has already capitalized on low-effort, high-impact opportunities to drive operational improvements and right-size the contact center.

However, there are still scenarios where switching to a new WFM system is beneficial for the business, especially if the new system:

1. Offers a superior solution: The competitive nature of the WFM platform industry encourages continuous innovation. As businesses evaluate different systems, they may find that some vendors offer features that significantly improve operational efficiency. These could include more robust tracking of employee productivity across multiple platforms or the ability to integrate data from various WFM systems for greater transparency in vendor billable hours.

2. Experiences a decline in support or lacks relevant feature updates from the incumbent vendor: Sometimes, the initial sales pitch overpromises and underdelivers. If the current vendor is unwilling to provide support or necessary feature updates, it may be time to consider a change.

3. Receives strong endorsements within your professional network: Consultation with peers who have experience with both the current and potential new systems can provide invaluable insights. If a significant portion of your network recommends the new system, it's a indicator that switching could be beneficial.

Despite these reasons, the decision to switch should not be taken lightly due to the high costs of transitioning. The benefits of the new system must clearly outweigh these costs. Therefore, it's crucial to engage vendors in piloting or testing their systems to thoroughly understand their capabilities and ensure they can deliver significant value to the business.