1. Why Instant Results Aren’t Realistic
The “Makeover Effect”
Why Instant Results Aren’t Realistic
April 6, 2016
Mary Weiss, PMP: Sr. WFM Business Consultant
Mark Moore: WFO Sales Engineer

2. Agenda inContact at a Glance Speaker Introduction: Mary Weiss
Speaker Introduction: Mark Moore
Implementation of “Customer A”
Line of Business Expansion: “Customer 1”
Audience Participation: Pitfalls Brainstorming
How to Determine Appropriate Expectations
Implementation of “Customer B”
Line of Business Expansion: “Corax”
Audience Participation: Successes Brainstorming
Project Team
Analysis: Things to Consider
Elements to Include when Planning
Achieve More Rapid Results
The Planning Games!
Execution Summary

3. About inContact
No other provider has the power to help you or your customers achieve their goals!
Over 2,800 implementations
Over 100 Fortune 500 / Global customers
Used in over 125 countries
1100 employees
6 billion interactions per year

4. Speaker Introduction: Mary Weiss
20 years call center experience
Customer Service
Technical Support
BPO
19 years WFM experience
Forecasting
Scheduling
Tracking
Training
Application Administration
Production Support
Application Consulting
Process Design/Development
Contact Information
Phone: +1 (844)
During my 18 years in WFM, I’ve worked with several WFM applications. Most of my experience has been in Premise environments
I’ve only recently begun working with cloud-based installations.
As part of my inContact journey, I spent time in Columbus with the training team learning the Uptivity products, and can speak to specifics of both QM and WFM.

5. Speaker Introduction: Mark Moore
12 years call center experience
Customer Service
Technical Support
BPO
8 years management/training, 4 years Enterprise Services
Forecasting
Scheduling
Training
Application Administration
Application Implementation
Dedicated Account Manager
Business Process Reengineering
Conference Speaker
Contact Information
Phone: +1 (614)
During my 18 years in WFM, I’ve worked with several WFM applications. Most of my experience has been in Premise environments
I’ve only recently begun working with cloud-based installations.
As part of my inContact journey, I spent time in Columbus with the training team learning the Uptivity products, and can speak to specifics of both QM and WFM.

6. Fixer Upper on HGTV
Chip and Joanna

7. Typical Transformation
Before

8. 30 Minutes Later…..
After

9. The Implementation of “Customer A”
Transformation Experience:
Expectations
Completed forecasts, schedules, reports by COB end of Week 2
Timeline
Training Week 1
Complete Implementation (Customer) and PIR Week 2
Full schedule, forecasting (Long and Short), Reports (COB Week 2)
Pitfalls
Wrong people trained
Multi-tasking during training
Customer Implementation tasks not completed
Compressed

10. Epic Fail! The Implementation of “Customer A”
Transformation Experience:
Results:
Customer never completed Implementation
Early contract termination
Extremely dissatisfied customer
Epic Fail!

11. Line of Business Expansion: “Customer 1”
Transformation Experience:
Expectations
Hire and train 200 agents
Rapid Implementation
Timeline
2 months to hire and train agents
Pitfalls
No historical data to support Capacity Plan

12. Epic Fail! Line of Business Expansion: “Customer 1”
Transformation Experience:
Results:
Call volume was substantially lower than predicted
Agent layoffs occurred shortly after launch
Early contract termination
Epic Fail!

13. Pitfalls: Brainstorming Session

14. Flip or Flop on HGTV
Tarek & Christina

15. Typical Transformation
Before

16. 30 Minutes Later…..
After

17. How to Determine Appropriate Expectations
Consult your WFM Team
Get input from your Vendor/Implementation Team
Request/plan for a Proof of Concept
Ask to speak to a Consultant or someone from Education
Post on LinkedIn (SWPP, Vendor Groups)
Audience Thoughts?

18. Implementation of “Customer B”
Transformation Experiences:
Expectations put on team
Prompt responses to Implementation needs
Show up and be engaged in training
Complete customer portion of application setup
Work in the application directly after training
Timelines
More flexible timeline
Success Outcomes
Go-Live with fully functional application
WFM Staff feeling comfortable with WFM application
WFM actively using application

19. Success! Implementation of “Customer B” Transformation Experience
Results:
Fully functional schedules
Engaged employees
Happy Executives!
Success!

20. Line of Business Expansion: “Corax”
Transformation Experiences:
Expectations put on team
Hire and train 50 agents
Hitting successful Go-Live date
Capacity plan for growth
Timelines
4 months to complete initial round of hiring
4 months to model initial Go-Live schedules
Success Outcomes

21. Success! Line of Business Expansion: “Corax” Transformation Experience
Results:
Hit Go-Live date with appropriate staff
Happy customer
Happy Executives!
Success!

22. Successes: Brainstorming Session

23. Project Team Who really belongs? Most senior WFM person Business user
Real Time Analyst
Forecaster
Scheduler
Business user
Education

24. Analysis: Things to Consider
What functions need to be implemented? (time off, real- time, swaps, bidding)
How much historical data? (manual import?)
Is this a good time to change policies? (shifts, time off, swaps, etc.)
Is there a dedicated WFM Team? (should there be one?)
How experienced is the WFM Team? (additional training, mentoring)
How many organizations are involved?
Who needs to be trained on the new platform, and how? (train the trainer?)

25. Elements to Include when Planning
Ensure enough time is built into the project for WFM Team to prep and learn the new application
Data burn-in period (varies by vendor)
Historical data migration; plan for manual importing
Ensure agent buy-in with targeted training and “Power of One” exercises

26. Achieve More Rapid Results
Be engaged during training
Build out shifts/complete setup during training
Start with the “Core” application; roll out additional functionality later
Start with smaller “Pilot” rollout
Utilize the user guides and help files
Allow the WFM Team time to truly learn/work with their new tools
Set up check point calls/Post Implementation Review with the Trainer/Consultant to ensure understanding

27. The Planning Game!

28. Execution Summary Complete a realistic timeline
Gather appropriate resources
Clearly communicate expectations up and down the organization
Level set expectations when they are unrealistic/unattainable
Follow up with resources to ensure there are no roadblocks
Execute the plan!
Document and report on successes/failures (don’t forget recognition!)

30. Contact Us! Mary Weiss Mark Moore Email: Mary.Weiss@inContact.com
Phone: +1(844)
LinkedIn:
Mark Moore
Phone: +1(614)
LinkedIn: