WFM Is All That and a Bag of Chips

Workforce management software tracks employee time and attendance. But this simple definition of WFM may be deceiving, as WFM solutions do so much more. And the broad functionality of such software enables operational efficiencies and can actually save companies money, better understand employees, and ensure enhanced customer experiences.

So, let’s start with the WFM software basics. Workforce management solutions help businesses more easily create employee schedules. And these systems keep track of when employees commence and conclude their work shifts. It also notes when they take breaks.

Because WFM software automatically collects data and can analyze that data, it can assist organizations in reducing unplanned overtime – and the costs related to that. It enables that by identifying people who frequently work overtime and which shifts tend to be associated with overtime.

Plus, WFM analytics can provide you with insight on why those individuals and shifts are associated with overtime. Possible driving factors might include chronic tardiness, employee absence, unexpectedly high traffic volumes, and/or other factors. Such detailed information can help your organization understand which employees may need guidance and/or when you might require more agents on a shift. And you can use WFM alerts to warn you of overtime, so your managers can take immediate action when appropriate.

WFM also can provide you with a better handle on who’s doing what when. That way you can ensure you have the right people with the right skills working at the right times. You can see who your best employees are based on hard data related to performance as opposed to personal preference. And you can make sure these individuals are on the job during your busiest time and also recognize their contributions with rewards and promotions.

WFM software also enables you to track and gauge employee value based on the parameters of your choice. Sometimes that’s simply by hours worked. But, you can also measure their contributions based on tasks completed.

Edited by Mandi Nowitz