Workforce Management Processes that cannot be ignored 

Efficiency is something that businesses have targeted since the beginning. It’s one of those requirements that aren’t likely to change. That’s why we have technological solutions in the first place – to make businesses more efficient and reduce unnecessary expenditure.  

Workforce Management Solutions or WFMs are an example of such solutions. They help businesses manage their expenditure while offering great products and great customer experiences. The term originated in contact centres and other service businesses that employ a large number of workers who are paid on an hourly basis. 

Not all WFMs are the same, however, there are a few core processes that all WFMs must offer. If your WFM solution doesn’t offer all these processes, it’s time for a change. Let’s take a look at some of these processes.  

1. Forecasting 

Your WFM solution must be capable of forecasting accurately.

Most WFM solutions rely on the Erlang model to do this. Though this model is effective in limited circumstances, it does not work when thousands of phone agents are involved. You need advanced forecasting tools because they make use of various forecasting algorithms to offer accurate forecasts. The right WFM solution has to be scalable in this regard.  

2. Scheduling Efficiency 

WFMs offer Static Scheduling Optimization, Linear Scheduling Optimization or Concurrent Scheduling Optimization. The third one is the most beneficial among the three. It eliminates waste labour while still protecting all service level objectives.  

This type of scheduling focuses on the labour force and all shift activities to make them fit appropriately. As a result, labour waste is reduced, and utilization is increased. 

3. Easy to use User Interface 

A simple user interface is necessary for any solution to be adoption friendly. Solutions need to meet your requirements while simplifying certain aspects. You cannot be wasting time and resources in training your teams for months.  

So, look for a WFM solution that hardly takes a few days to figure out.

4. AI or Advanced Intelligence  

Workforce optimization is the primary goal that drives WFM adoption. You need a solution that handles everything from performance management to quality management. Highly intelligent WFM solutions will permit systemic rules enabling automated notification delivery and schedule coaching.  

They will also alert leaders about key events that occur in an operation. Effective WFM solutions, work with you; not just for you. They will offer supplemental features that simplify contact centre management.  

Fortunately, most modern WFMs offer these tools, including Planday the most powerful online employee scheduling software available.  Whether you have 30 workers or 300, with Planday, you can easily create and share a schedule, communicate with employees, and handle your HR processes. Contact us now for more information or to schedule a demo.