Workforce Management Featured Article
Workforce Management Solutions Provider Hosts Events to Address WFM Trends and Challenges
While the essential function of workforce management in the contact center hasn’t changed much in recent decades – the goal is still to make the most efficient use possible of the existing human resources to ensure that customer queries are handled in a timely way without over-staffing. That landscape has changed in recent years.
Workforce management, once completed manually on graph paper or spreadsheets, is now a software-based function that leaves managers more free time to manage rather than performing complex math equations. Linked with other software functions, workforce management can become the lifeblood of every function in the contact center, sharing vital information to attain contact center synergy.
Workforce management solutions provider Kronos (News - Alert) recently spoke with some of its customers about how workforce management has transformed, and in particular, how it has changed the face of retail and hospitality businesses.
Gamification was one of the changes discussed. The trend refers to the technology that makes interacting with enterprise software more video game-like, allowing workers to compete with other individually or in teams, earn badges or points, and progress through levels, perhaps earning rewards.
Also discussed was how massive multichannel (or “omnichannel”) expectations have changed the face of workforce management.
“As brick and mortar and online retail channels merge, attendees addressed two related issues: improved visibility into inventory and best practices in staffing stores to meet new origins of customer demand,” according to Kronos in a statement. “Effective omnichannel strategies that incorporate labor and store fulfillment not only drive sales and free up trapped inventory in the store but also help manage labor costs – a retailer’s largest controllable expense.”
Globalization of business was another important topic, as it’s becoming increasingly important for companies to use more standardized workforce management tools that will allow them to more effectively work with global customers and partners.
Used properly, workforce management today can inspire agents and allow them to delight customers, foster teamwork and cooperation, eliminate waste and over-staffing and help companies ensure they hit their target goals and key performance indicators (KPIs).
Edited by Stefania Viscusi