Tag Archives: wfo project management

11 ways to bulletproof your customer’s WFO project management efforts

There’s a reason why our implementations always succeed and partner-customer relationships flourish. In no particular order:

* Ensure that a primary contact from each functional group is actively involved from the beginning. Stakeholders and the application owner should be clearly defined. Typically, a representative from the telephony/business partner is involved in the project plan.

* Address security and remote access concerns, NDAs, etc. at kickoff time. Remote access is a critical path item.

* Track responsibilities for milestones and tasks. We deliver project timeline spreadsheets which are updated and delivered to stakeholders on regular intervals. Past due tasks are managed through completion.

* Regularly analyze current usage processes and methodologies to create continuous improvements.

* Prepare your user data for import. Remember, clean data in means clean output.

* Phase the Implementation to allow the users to become comfortable with the application, rather then unleashing the entire force of the suite’s capabilities on them at once.

* Ensure continued end-user training – select a project champion to use for future internal training sessions.

Other ideas which are trickling around the water cooler:

* Create a matrix to track your organization’s business goals and make sure the WFO implementation aligns with them.

* Create an exciting roll-out plan for your employees which gets them amped up for self-improvement and creates a sense of involvement and ownership in the process.

* Reduce paper trails by using a secure cloud collaborative space to manage plans, documents, checkoffs and contracts. All trees will be much happier as well.

* Establish a plan to continue to evolve your new application and keep a log of ideas, what-ifs, and phase 2 needs.