The transition to cloud-based WEM solutions can be an intimidating one, especially from on-premise legacy systems. As the contact center landscape rapidly evolves, cloud-based workforce technology is critical to ensuring ongoing operational efficiency and future-proofing of business processes.
In this blog, we'll explore how a phased approach to adopting cloud technology can effectively future-proof your operations without increasing downtime or service interruptions.
The growing trend of cloud adoption
The implementation of cloud technology in contact centers has significantly increased in the past decade, with many organizations planning to incorporate cloud capabilities in the future. Cloud-based workforce engagement management solutions offer numerous benefits, including:
- More flexible and scalable structure
- Faster updates and innovation
- Cost-effective maintenance and service
- Enhanced agent performance and productivity
Cloud-based WEM solutions have delivered significant positive outcomes for numerous organizations, addressing the primary goal of most contact centers: enhancing customer experiences.
Read more: 10 reasons to embrace cloud-based workforce management
Developing a cloud adoption framework for WEM solutions
Developing a thorough cloud adoption framework can help your organization avoid extended downtime and service interruptions, as well as ensure your technology scales to work effectively for your business size and needs.
Overhauling workforce technology overnight is rarely an effective adoption framework. Most organizations would benefit from a gradual process.
How phased cloud adoption can future-proof operations
A phased cloud adoption framework for WEM solutions will help your business adopt new technology with flexibility, giving you space and time to make adjustments if something isn't working as expected. Phased adoption offers a gradual transition that safeguards your business from large-scale transition challenges and service risks.
Access next-generation workforce technology swiftly and securely
A phased rollout of cloud platforms provides organizations with immediate access to new technology and features. It allows contact centers to quickly implement new features while preserving processes that aren't yet ready for modification or transitions.
With cloud-based WEM solutions, planners will have faster access to:
- Dynamic forecasting updates to improve workforce planning
- The latest AI and automation capabilities
- Advanced analytics to enable better data-driven decision making
These faster innovation cycles enhance workforce management operations, providing more accurate and efficient processes, saving both time and money.
Build a strategic roadmap for cloud adoption
Create a framework to gradually adopt new cloud-based WEM solutions starting with these steps:
- Assess your current WEM/WFM capabilities and pain points.
- Consider which capabilities should be transitioned first to address any immediate or pressing challenges.
- Identify specific critical and non-critical functions.
- Starting with low-risk functionalities to transition first can minimize complications and create a simple baseline for future, more complex functionalities. This includes thinking about dependencies and integrations among functionalities.
- Create a detailed timeline.
- Establish clear, realistic timelines for each step of the adoption process. This will look different depending on several factors, including organization size and business complexity.
- Develop clear measurements of adoption success.
- Consider the ways you'll measure success of transitioning WFM/WEM functionalities to a cloud-based solution. This could include better agent productivity metrics, cost forecasting, or customer satisfaction scores.
- Learn and optimize over time.
- During each stage of the phased adoption, you can apply learnings from the previous stage to ensure a smooth transition. Ensure employees are properly trained, systems are prepared for changes, and your overall strategy remains aligned with business goals.
Read more: 5 Steps to transition to a cloud-based WEM solution
How Aspect is building for the future of workforce technology
Aspect Cloud Workforce offers a next-generation experience for contact centers modernizing their workforce management operations. With robust scalability and flexible architecture, organizations can adjust resources to meet demand and business growth, without the need to invest in hardware upgrades and on-premises solutions.
We're building for what's next, providing cloud-based technology that delivers intelligent solutions built to empower agents, reduce supervisor workload, and speed up approvals with the power of real-time insights and predictive analytics.
Flexible deployment options of Aspect Cloud Workforce support phased approaches, minimizing disruptions and maximizing benefits for enterprise-scale businesses.
Get a competitive advantage with strategic cloud adoption
Contact centers that strategically prioritize cloud-based WEM and WFM solutions can position themselves for a competitive advantage, harnessing the fast, effective solutions available in the cloud.
A phased approach to this transition helps businesses balance immediate operational benefits while safeguarding the transition from legacy processes. This builds a strong foundation for scalable, long-term success in rapidly changing landscapes.
Next steps to optimizing your cloud workforce solutions
Thinking about a shift to cloud-based workforce management but not sure where to start?
Consider these next steps to explore the process:
- Evaluate your current platform's capabilities against industry benchmarks.
- Identify cloud-based WEM solutions that align with your business needs.
- Develop a phased plan for implementation with clear metrics to measure success.
Aspect Cloud Workforce offers the innovation you need for cloud-based transformation. Connect with one of our experienced consultants to discover how our solutions can enhance your operations.
