Managing your workforce in an empowered way

Workforce Management (WFM) or Workforce Optimisation, is a term that encompasses all the activities that are needed to maintain a productive workforce. These typically range from employee scheduling and time-keeping 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.

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 workforce management solutions. Such businesses are typically already using customer support service solutions such as Zendesk to manage customer complaints, service requests and interactions which span geography, language and product knowledge.

Bringing together the best of customer service management and WFM practices, iMovo has built a bridge between Zendesk, popular in many industries in Malta, and Planday, the leading workforce management solution. This bridge, or connector called: The Planday Connector by iMovo, helps you integrate Planday with Zendesk Support to give you a comprehensive customer service agent tracking package. It provides managers with a 360° view of agent activities, allowing easy reporting, monitoring and enabling better scheduling. Agents have access to easily log time against tickets, set their current status, and view their logged time for the day, without ever having to leave the Zendesk Support interface.

If you would like to learn more about workforce management and how we can help you manage your shift-based employees in an empowered way, contact one of our Consultants today. Our professional team can provide you with a thoughtful response to the emerging realities of the contemporary business world in order to provide a competitive edge and create value for your business and customers.