Key features to look for in a WFM solution
Are you on the hunt for a Workforce Management Solution (WFM)? The good news is that there are a ton of options in the market that you can choose from! However, not all of them may meet your requirements. In fact, some of them don’t even possess the most basic features that today’s businesses need.
Needless to say, there is some due diligence to be practiced at your end, so that you know what to look for in an effective WFM solution. To make your job easier, we’ve listed out some of the most basic capabilities that you need to look for in a WFM software.
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 center performance.
Resource tracking helps with the accurate forecasting of contact volume to help managers optimize 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.
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, centralized 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.
Software integration
A WFM solution must be inclusive, allowing for the integration of other software systems such as customer service, quality control, reporting, payroll, etc. Your business probably relies on other software programs to carry out certain processes. 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 organization.
Planday – the leading workforce scheduling software, helps you manage the logistics and scheduling of your staff. 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!