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Our goal was to incorporate the Omnichannel components of Connex One to assist us with efficiency goals.
Explore AthenaWorkforce Management (WFM) is vital for business strategy, focusing on maximising employee skills and knowledge to gain a competitive advantage. WFM addresses essential questions about efficiency and resource allocation, emphasising the pivotal role of people in organizational success.
In the following sections, we’ll explore specific WFM techniques that contribute to an optimal business strategy.
WFM or Workforce Management, despite being a rather abstract concept, is an essential component of business strategy that any business manager or decision maker should be well aware of.
As any business owner or manager knows, having the best people is only half the story: what’s going to decide whether a business sets itself apart from its competitors is how they make use of their resources, or, in other words, how they dispose of their employees’ knowledge and skills.
Every business strategy aspires to address a handful of seemingly simple questions, such as: how can my business be more efficient and productive than my competitors? What way to leverage and allocate my resources is more likely to be conducive to successful outcomes? Essentially, WFM, or Workforce Management tries to find ways to answer those questions, and it does so by looking at the most important part of every organisation: the people who make it.
There are many different techniques and processes that fall under the category of Workforce Management. Later on in this article, we’ll look at some of the most important ones in detail and explain how each of them can contribute to an optimal business strategy. But first, let’s try to clarify further what we mean when we talk about WFM or Workforce Management.
Workforce Management, or WFM, is the name given to a wide set of techniques designed to optimise the efficiency and effectiveness of the staff in an organisation. Among other things, it involves the strategic allocation of personnel and resources, monitoring attendance, and ensuring compliance with laws and regulations in order to enhance productivity and minimise risk.
Workforce Management is kind of an umbrella term comprising many different processes, techniques or technologies; a Workforce Management System or Strategy can involve tasks like real time data collection, field service management, human resources management, workflow automation, training management, performance management and analytics, labour forecasting, scheduling…
The question of why Workforce Management is so important could come across as obvious; for every business manager or owner, it’s a self-evident truth that having the right individuals is just the starting point, and successful outcomes hinge on a proficient strategy. However, it’s perfectly possible to list a number of ways in which Workforce Management is essential for businesses:
When channelled through the right Workforce Management software solution, WFM can further contribute to fostering positive employee relations, elevating Customer Experience Management, leveraging intelligent analytics providing insights into customer behaviour, and generating favourable financial outcomes for businesses.
We’ll explore how Workforce Management software solutions work, what features they can include, and how they can help different types of businesses later on in this article. But first, let’s dive deeper into what constitutes a Workforce Management system and how to implement it.
Implementing workforce management in a business requires a systematic approach.
At its core, the WFM system is a strategic orchestrator, systematically aligning workforce activities with overarching business goals. It serves as the linchpin in establishing a methodical approach to employee optimization and operational efficiency.
The systematic monitoring capabilities of a robust WFM system provide real-time insights into employees’ activities, attendance, and performance metrics. This not only fosters accountability but also establishes a foundation for data-driven decision-making. The systematic scrutiny of work patterns ensures that businesses stay on top of their game, responding promptly to evolving needs.
Moreover, the WFM system’s strategic impact on company performance cannot be overstated. By systematically analysing data, businesses gain the foresight needed to identify trends, anticipate workloads, and forecast staffing requirements. This systematic approach allows organisations to navigate market fluctuations with agility, ensuring a proactive rather than reactive stance.
The interconnected nature of workforce management processes underscores the importance of a systematic sequence. The WFM system ensures a logical order, emphasising the need for a well-coordinated, systematic execution of tasks. This not only minimises bottlenecks but also fosters a seamless workflow, reflecting the system’s commitment to systematic efficiency.
In essence, the true strength of a workforce management system lies in its systematic approach — a structured methodology that optimises employee activities, refines operational processes, and positions businesses for sustained success in the dynamic landscape of the modern workplace.
To enhance the efficiency of a workforce management system, one can follow carefully laid-out steps that address some of the more critical workforce management processes. Before delving into the specifics of these steps, it is important to clarify what is considered a process in this context.
When we talk about workforce management, a process isn’t just a routine; it’s a dynamic activity that plays a dual role — keeping an eye on employees’ actions and enhancing the company’s overall performance using gathered data.
For optimal outcomes, it’s vital to follow a carefully crafted sequence of workforce management processes. Some processes form a chain of dependencies, necessitating completion before the next one kicks in. Here’s our lineup of essential processes for the systematic side of Workforce Management:
Initiate the measurement process by collecting relevant data. This step is essential for accurate performance analysis, workforce productivity comparisons, and informed decision-making for tasks, hiring, and scheduling.
With information on projects and employees, make estimates crucial for long-term planning and goal accomplishment. Predictions about future workloads aid in anticipating the need for workforce expansion.
Evaluate staff performance based on competency and time spent on tasks. Insights from time tracking can indicate the need for additional hires to manage future workloads.
Effective scheduling, considering employees’ energy levels and productivity patterns, is crucial. Time tracking results can help optimise schedules by aligning tasks with employees’ peak performance times.
Higher-level employees can use the workforce management system to assess daily employee performance. A good approach is utilising time tracking reports to answer critical questions about task completion, overall staff achievements, and the impact of new hires.
Another helpful approach is to measure customer satisfaction to keep track of what employees and what individual attitudes result in better outcomes; this can be done with Sentiment Analysis. More on this later.
The best way to implement a Workforce Management System in a structured and consistent way is to rely on the right Workforce Management Software Solution. But what is Workforce Management Software, how does it work, and why is it so important? We’ll dedicate the rest of this article to addressing those questions.
It’s no secret that the rapid evolution of communication technologies has completely revolutionised virtually every industry over the last couple of decades.
This evolution has been even more accelerated in the last years, as the tremendous development of the SaaS and CCaaS industries go to prove. Moreover, the impressive advancements in Artificial Intelligence, which don’t seem to be slowing down anytime soon, will continue to be a source of innovation for how companies do business.
Workforce Management software solutions are specialised applications designed to streamline and optimise various aspects of workforce-related tasks within a business. This software encompasses a broad range of the functionalities we have already mentioned earlier: human resources, scheduling, time and attendance tracking, performance management, and more.
One significant feature of WFM software is its ability to facilitate efficient employee scheduling. This ensures optimal coverage and resource allocation, helping businesses manage work shifts and assignments effectively. Additionally, the software includes tools for tracking employee work hours, attendance, and leave, providing accurate data for payroll processing and compliance with labour regulations.
Task assignment is another key aspect addressed by WFM software. It allows businesses to assign tasks and responsibilities to employees based on their skills, availability, and workload. This ensures a fair and efficient distribution of tasks, optimising overall workforce productivity.
WFM software also plays a crucial role in performance analysis. By leveraging data analytics, which some platforms allow to do using AI tools, businesses can evaluate employee performance, enabling informed decisions regarding training, promotions, or other workforce adjustments. The software serves as a valuable tool for assessing individual and team contributions.
Furthermore, compliance management is a key feature of WFM software. It helps businesses navigate and adhere to labour laws and regulations, mitigating the risk of legal issues and penalties. The software provides a systematic approach to ensuring that workforce-related practices align with regulatory requirements.
Across various industries such as retail, healthcare, finance, and hospitality, organisations deploy WFM software to address their unique workforce management needs. Workforce Management solutions can also be extended to back-office environments by recognizing that these areas often have a higher number of employees compared to customer-facing roles. Companies can benefit from implementing Workforce Management software to effectively manage their entire workforce, including those in the back office and branch network.
In summary, by leveraging solutions like Connex One’s, organizations can optimize staff scheduling, performance tracking, and resource allocation in these internal settings, improving overall efficiency and productivity across the entire workforce.
Cloud-based Workforce Management (WFM) software solutions and traditional on-premise systems differ significantly in their deployment models and management approaches. Cloud-based WFM solutions are hosted on remote servers maintained by the provider, allowing users to access the software via the internet from anywhere with an internet connection. This accessibility fosters flexibility, enabling remote work and collaboration among dispersed teams. Additionally, cloud solutions typically offer automatic updates and maintenance, relieving organizations of the burden of managing infrastructure and ensuring system security.
In contrast, on-premise WFM solutions are installed and operated from servers located within the organization’s premises. While providing a level of control over data and infrastructure, on-premise solutions require organizations to manage hardware procurement, software updates, and security measures internally. This approach may entail higher upfront costs for hardware and licenses, as well as ongoing maintenance expenses. Scalability can also be a concern, as organizations may need to invest in additional hardware and licenses to accommodate growth.
Cloud-based workforce management (WFM) solutions present numerous advantages over traditional on-premises solutions. Some of these benefits include the ability to seamlessly access new updates without incurring additional costs or facing complex upgrade procedures.
Cloud solutions also enable organizations to scale up by adding more users or activating new features rapidly, without putting a strain on the financial or technical resources of the IT department. Furthermore, cloud-based WFM solutions enhance security measures, optimize performance, and ensure reliability. By leveraging a robust and high availability platform, organizations can enjoy these benefits while avoiding feature limitations commonly associated with on-premises solutions.
Additionally, with an open, API-first architecture, cloud-based WFM solutions can seamlessly integrate with various contact center platforms, offering flexibility and ensuring that organizations can tailor their solution to meet their unique requirements.
The implementation of WFM software is associated with increased operational efficiency, improved employee satisfaction, and enhanced overall business performance. In the next section, we’ll consider the most important benefits Workforce Management Software can bring to the table.
Workforce management software automates attendance tracking, enhancing data accuracy and reducing payroll errors. A comprehensive solution provides multiple worker types with an intuitive platform to report hours and absences in real time.
By reducing manual processes and offering better management of time and attendance policies, a workforce management system improves visibility into hours worked, worker availability, and safety incidents. This leads to overall enhanced workforce productivity, enabling managers to efficiently cover staffing needs and respond promptly to changes.
Workforce management systems contribute to fostering a culture of workforce safety and compliance. They streamline and automate health and safety protocols, ensuring accurate information from incident reporting to critical data capture, encouraging employees to report issues effectively.
Increased workforce productivity translates to reduced workforce management costs due to streamlined processes. Enhanced visibility into employee availability and budgeted hours ensures accurate time tracking, decreasing expenses related to incremental overtime and labour overages.
Workforce management tools improve employee engagement by fostering productivity and achieving a better work-life balance through flexible scheduling. Gathering employee sentiment and using feedback to influence scheduling empowers employees, giving them a voice in workforce management functions.
The rising expectations of both customers and employees has made the task of forecasting and scheduling your workforce exponentially harder, giving you the ability to give your employees a solution that enables them to balance their work responsibilities with the rest of their busy lives whilst ensuring you are appropriately resourced to deliver great customer experience.
By leveraging advanced analytics and sophisticated algorithms, forecasting allows businesses to anticipate fluctuations in demand, understand peak periods, and align staffing levels accordingly. This proactive approach aids in optimising resource allocation, ensuring that the right number of skilled employees are available to meet operational requirements.
Whether it’s predicting call volumes in a contact centre, adjusting staffing levels for seasonal demands, or preparing for new project requirements, forecasting as part of a WFM solution empowers organisations to plan effectively, enhance operational efficiency, and ultimately achieve a workforce that is both agile and responsive to dynamic business conditions.
Workforce management solutions aid organisations in optimising employee schedules by aligning workforce skills with anticipated demand. This flexibility empowers employees to manage their schedules using self-service tools, contributing to increased productivity.
Centralised organisational and departmental data in a workforce management system empowers businesses to make informed decisions. Real-time reporting capabilities provided by workforce management tools enable organisations to monitor overall company performance.
Workforce management solutions offer anywhere access, allowing employees to perform tasks efficiently from mobile devices. This includes clocking in/out, shift swaps, time-off requests, and accessing information such as pay slips and W2s, enhancing overall efficiency.
Workforce management systems minimise human errors through automated time and attendance features. Workflow automation features like Flow ensures accuracy, eliminating data entry mistakes made using self-service time reporting tools. Intelligent compliance alerts contribute to accurate time recording and adherence to work schedules.
However, not all Workforce Management Software platforms work the same way. Some have different functionalities or features from others; some might be more apt for certain kinds of businesses, like contact centres, while others may be more useful in other fields.
Then, what should you look for in a Workforce Management Software solution? Obviously, that depends on the requirements of your business; however, the best way to start assessing that question is to consider the most important features in a WFM platform. That’s what we’ll do in the next section.
Scheduling and Calendar features streamline the efficient allocation of workforce resources. With an intuitive interface, managers can effortlessly craft, manage, and adjust employee schedules. Real-time visibility into schedules ensures transparency and accountability, empowering managers to adeptly organise training sessions and oversee campaigns.
Employee-friendly features like shift swapping and time-off requests provide flexibility, while automated notifications keep both managers and employees apprised of upcoming events, ensuring timely communication.
Nestled within a Workforce Management (WFM) platform, shift tracking functions play a pivotal role in offering insights into employee activities during their shifts. Real-time monitoring empowers managers to scrutinise tasks and responsibilities, ensuring alignment with business objectives.
This meticulous observation allows for a proactive approach to workforce management, facilitating prompt responses to deviations from planned activities and identifying areas for improvement or exemplary performance.
Certain Workforce Management software platforms are tailored to issue alerts for potential overtime, preventing unauthorised work hours and ensuring an equitable distribution of workload.
This functionality empowers employers to navigate overtime judiciously, circumventing unwarranted payroll costs.
Transforming a WFM platform into a dynamic productivity tool, performance analytics features gauge individual and team productivity, scrutinise output, and track customised KPIs. This approach provides organisations with insights into performance aligned with unique objectives.
One example is the Sentiment Analysis feature, which leverages AI to dive deep into textual data, and read the emotions expressed in customer service or sales conversations with customers. By gauging sentiments in real-time, this Interaction Analytics feature provides an instantaneous pulse on the workforce, identifying nuanced areas for improvement and celebration within the workplace.
Certain Workforce Management Software platforms, such as the Connex One Omnichannel platform, offer mobile or tablet applications. For managers, a mobile WFM app ensures they can efficiently oversee and adjust workforce schedules, track attendance, and make real-time decisions on the move. This heightened mobility improves their responsiveness to changing business needs, enables swift resolution of unexpected challenges, and optimises workforce allocation.
Employees also reap significant benefits from the convenience of a mobile Workforce Management app. They can effortlessly access their schedules, request time off, submit availability preferences, and even swap shifts with colleagues—all from the palm of their hand. This not only streamlines communication between employees and management but also empowers individuals to take charge of their work schedules and effectively manage their work-life balance.
Within a Workforce Management (WFM) platform, forecasting enhances an organisation’s strategic planning, aligning the workforce with dynamic business demands through advanced algorithms and historical data. This proactive tool accurately anticipates staffing needs, enabling efficient scheduling, resource allocation, and maintaining optimal staffing levels to meet demand. By aligning workforce planning with broader business goals, forecasting allows organisations to adapt to changing market conditions effectively.
In a WFM platform, forecasting’s utility extends to budgeting and resource allocation, offering valuable insights for planning and allocating financial resources. This optimization not only enhances budgetary control but also ensures efficient workforce allocation, maximising productivity while minimising unnecessary expenses.
Hopefully, by know you know everything there is to know about the importance of WFM solutions and the most important features to look for in a Workforce Management solution.
However, you might now be wondering something else: how should you go about implementing a WFM solution? We can help you with that.
You can speak to us and get more information about our Omnichannel WFM platform or get a free, personalised demonstration session. Give it a go!
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