How to Choose the Right Workflow Management Platform

By Khiv Singh Sewad, ProHance

Of all the areas in which technology has reshaped business, one of the most significant has been workflow management.

Workflow management in contact centers involves the systematic coordination of tasks, resources, and processes to ensure smooth operations and high service levels. It is crucial for workforce management (WFM) teams as it enhances resource utilization, productivity, and service levels. Efficient workflow management allows for accurate forecasting, scheduling and capacity planning, which leads to reduced manual workload and labor costs.

Workflow management tools use predictive analytics (preferably AI-enabled) and scheduling modules to provide precise workforce planning and real-time adjustments. This ensures contact centers can handle demand fluctuations without compromising quality. Additionally, advanced analytics offer actionable insights, enabling better decision-making and operational efficiency by automating routine tasks, reducing manual workload, and allowing WFM teams to focus on strategic initiatives. WFM solutions are vital for contact centers, as they help in achieving optimal performance, deliver exceptional customer experiences, and maintain cost control.

Originally undertaken using tedious, paper-based methods, workflow management is now increasingly being handled by sophisticated, no-code digital platforms. These powerful new tools simplify processes, reduce errors, and improve staff efficiency.

In the current era of widespread remote and hybrid working, having a reliable and scalable workflow management platform in place has never been more important. A chosen platform needs to readily adaptable and able to cope with rapid changes in strategy and business activity.

When selecting an appropriate workflow management platform, there are nine key questions that a business needs to ask. They will help to ensure that the chosen platform can provide the level of support needed to keep operations humming.

The questions are:

  • Is the platform easy to deploy and “code-free”?

    • Selecting a workflow platform that is readily deployable and does not require staff to generate code to configure it is important. A no-code workflow platform eliminates coding complexities, making implementation swift and easy.

    This, in turn, allows staff to focus on designing processes that add real business value, foster innovation, and reduce time-to- production. Experience shows the agility and efficiency gained as a result can be a real game-changer for an organisation.

  • Does the platform offer basic process mapping to identify variations?

    • Being able to spot and understand variations in processes is vital for their optimisation. A platform that can visualise processes through steps taken to complete a transaction brings much-needed visibility for stakeholders. This valuable insight not only helps in identifying bottlenecks but also empowers informed decision-making, enhancing overall process efficiency.

  • Is it possible to track resources and their tasks in real time?

    • Having the ability to undertake real-time tracking allows staff to take immediate action and decision-making. A management platform equipped with real-time dashboards simplifies the monitoring process and provides in-depth insights. This will enhance the ability to manage tasks effectively and respond to changes promptly.

  • How will the platform help to streamline task allocation?

    • Taking time to automate work allocation will reduce incidents of human error and remove inefficiencies from associated processes. A platform that auto-assigns tasks to the right people and ensures nothing important slips through the cracks is invaluable. It will provide peace of mind that day-to-day operations can continue to run smoothly.

  • What integrations does the platform support?

    • The ability for a workflow management platform to integrate with other core applications within the business is vital. Check whether the platform being considered supports seamless integration with databases and popular tools like Jira and Excel thus simplifying data management tasks. This seamless integration capability can revolutionise transaction management and make process complexity a thing of the past.

  • What deployment options are supported?

    • Being adaptable is important in today’s constantly evolving business environment. Check whether the workflow platform being evaluated offers both on-premise and cloud deployment options. This will ensure it is aligned with the organisation’s particular requirements.

  • How good is product support for the platform?

    • Having reliable support for a chosen workflow management platform is important to ensure uninterrupted operation. Take time to verify the platform vendors’ commitment to support and their usual response times.

  • What level of compliance does the platform offer?

    • Having certified compliance with standards such as ISO and SOC 2 means that sensitive business data will be protected. By choosing a platform that adheres to these standards, an organisation can fortify its overall level of data security.

  • Can the platform be adapted to suit different business types?

    • Workflow management is not a one-size-fits-all situation. A platform needs to have the ability to adapt across a range of industries such as healthcare, finance, and IT.

    Check whether the platform can be customised to suit sector-specific business requirements to ensure it delivers the level of support and performance that is required.

By taking the time to answer these questions, a business can ensure it selects the most appropriate platform for its needs. The benefits of workflow management will be realised resulting in improved productivity, lower operating costs, and a better experience for customers.

Empower your organization with ProHance’s comprehensive suite of tools and capabilities, designed to elevate productivity, enforce compliance, streamline costs, amplify customer satisfaction, fuel data driven strategies, and seamlessly adapt to dynamic business landscapes. Currently used by over 370,000 plus users in 25 countries, ProHance propels your organization towards unparalleled strategic success, effortlessly achieving key organizational objectives. For more information, visit www.prohance.net.