Contact Center Pipeline August 2022 August 2022 - Page 10

WFM TRAINING

ILLUSTRATION PROVIDED BY SPICYTRUFFEL ADOBE STOCK

HOW TO BE GREAT IN WORKFORCE MANAGEMENT THREE APPROACHES TO TRAINING . BY TIFFANY LAREAU

Not all roads to WFM Training follow the same path . Here is some information to help you understand the characteristics and the differences amongst them .

I . VENDOR TRAINING
“ An investment in knowledge pays the best interest .”
-Benjamin Franklin
If you ’ re going to use WFM Software , some form of vendor training is required . If you ’ re lucky , you will experience a complete program of dedicated training , with plenty of follow-up opportunities from live support , check-ups , white papers with exciting new features , and release notes that fully describe all the changes . If you ’ re very lucky , you might win the WFM lottery and get a Super-Trainer ; someone who explains how these WFM functions actually benefit
10 CONTACT CENTER PIPELINE your department , the best ways to get buy-in from your team , how to troubleshoot your software when things start to go wrong , and how all of this lines up with your specific contact center goals .
Vendor training is typically expensive , may require travel , and is usually paid time on the clock . It can even be as expensive as the software itself .
A far more common experience is stepping into a WFM role in an environment where that training already happened for people who were there at the time and who are now long gone . If you have to pick up where they left off , you might need to become self-taught on the current version , finding your answers in user manuals and online communities .
Either way , training on the product you ’ re using is necessary . Vendor sessions teach you what buttons to push . If you ’ re using a cloud-based application , you ’ ll also want to know what buttons NOT to push . Many apps work in a live , dynamic environment with an auto-save feature but without an Undo command . I learned that lesson the hard way when I played around with schedules and swiped out an entire week , including exceptions . It was all permanently gone because backups don ’ t exist the way they did when the software lived in an on-premise server .
Vendor training can shield you from learning things by trial-and-error , and when it ’ s available to me I always try to grab a seat in those classes .
II . PROFESSIONAL CERTIFICATIONS
“ A ‘ genius ’ is often merely a talented person who has done all of his or her homework .”
-Thomas Edison