The modern workforce is very different from the workforce of the previous generations. Digital technology has spread rapidly, it has changed and is still changing how many companies attract and retain their workforce. The old approaches to managing a workforce fail to make full use of the advantages that digital technology brings in terms of performance and efficiency.
As the complexity of managing customers’ interactions and expectations with a business is continually increasing, it is becoming increasingly clear to us, that businesses need technology that would radically enhance productivity without impacting their bottom line in an exponential way. Organisations that have dedicated customer contact teams could definitely benefit from a Workforce Management (WFM) solution. A WFM solution is a term that encompasses all the activities that are needed to maintain a productive workforce. These typically range from employee scheduling and timekeeping to performance management. In a few words; it is about assigning the right person with the right skill to do the right job at the right time.
If you are on the hunt for a Workforce Management Solution, here are the basic features that you need to look for.
1. Automated forecasting, scheduling, and resource tracking
Proper forecasting is achieved using only the most accurate data, and your WFM solution must be able to provide this. Forecasts can be made on an hourly, daily, weekly, monthly, and seasonal basis. Other than that, you can even rely on on-demand statistics to study deviations and make adjustments according to specific needs.
Automated WFM scheduling offers more flexibility, unlike siloed solutions or spreadsheets. Managers find it easier to monitor the start, break, and closing times, which allows for the better recognition of agent needs and improved contact centre performance.
Resource tracking helps with the accurate forecasting of contact volume to help managers optimise staffing based on exact needs. Proper resource tracking features can help prevent issues such as improper staffing, which, in turn, boosts customer satisfaction and reduces overhead expenses.
2. A variety of data collection tools and methods
A comprehensive WFM program must provide a range of data collection tools and techniques. This gives users the ability to choose the tools and methods that fit their needs the best. Some of the tools and methods include online time tracking systems for professional/administrative employees, centralised clocks for hourly workers, telephone time tracking systems for remote workers, or a mobile time tracking application for employees who are always on the move.
Some of the newer innovations in this area include mobile time tracking with GPS verification and biometric time clocks. The latter uses biometric data to verify the employee’s identity, which prevents issues such as proxies or buddy punching. The former allows employers to track the worker’s location, helping them ensure that the worker is genuinely present where he/she needs to be.
3. Software integration
Your business probably relies on other software programs to carry out certain processes. A WFM solution must be inclusive, allowing for the integration of other software systems such as customer service, quality control, reporting, payroll, etc. If these programs can be integrated with your WFM software, all your processes can be streamlined. This makes things easier and even provides you with a comprehensive view of your organisation.
4. Mobile Scheduling
Mobile scheduling puts all the tools workers and managers need for managing their schedules right at their fingertips. This gives people working in dynamic environments the set of tools that they need and the opportunity to work flexibly.
Gone are the days of manual spreadsheets and paper schedules posted on employee bulletin boards. Today’s best scheduling tools are those that automate the process and take the guesswork out of assigning the right people to the right jobs at the right times — for the right amount of money.
Planday – the leading workforce scheduling software, offers these basic features and more. By bringing together iMovo’s extensive experience in customer service solutions together with Planday’s flexibility, your company has access to an unbeatable combination, which will make your life easier. If you are running a shift-based business, contact us today to learn how we can help you manage your workforce with Planday!