Consider Modern Workforce Management, Unless You Like Spreadsheets
Have you ever tried to meet today’s technology demands with yesterday’s innovations? For most of us, the answer is yes. We try to force new ideas into an old way of doing things and we lose benefits like efficiency along the way. Workforce management is a key area where a failure to leverage the latest technology can render efforts pointless.
A recent Human Resource Today blog highlighted the importance of using modern workforce management solutions in an environment where the contemporary workforce is a primary focus. These companies benefit from access to the latest and most innovative platforms and systems available. One of the key reasons is that today’s managers don’t limit themselves to individuals who only work in strict structures, but instead embrace the opportunity to empower their employees in different locations and with flexible schedules.
Such flexibility comes with complexity. Providing employees with the opportunity to properly maintain a healthy work/life balance means you have to have the systems in place to manage varying schedules, changing availability and a variety of skill-sets. To address these challenges, you have to have access to a workforce management system that incorporates innovative and modern options that allow you to address the unique challenges that exist in the workforce today.
Think about the kind of time you would save if you offered employees the opportunity to interact with workforce management capabilities through self-service options. This not only lends to the flexibility needed, it also provides employees the opportunity to manage schedules, request changes and even collaborate with colleagues on the best approach to covering open availability. Users can update their records in real-time, while also tracking time and attendance information, bid on desired shifts, request time off and even verify their leave balances.
Call center management benefits from the automation allowed in modern workforce management and enjoys the added compliance peace-of-mind that self-service enables. When the unexpected happens, modern workforce management also helps to alert management and key players so individuals can work together as a team and get the right people in the right seats at the right time.
The point to any technology investment at the call center level is to improve interactions, enhance quality customer care and continue to reduce the cost of customer service. Modern workforce management solutions can help you to do all three, with outcomes that help protect revenue opportunities for the long term.
Edited by Alicia Young