Workforce Management Featured Article
How WFM Can Work for You
Managing employees is a balancing act. It involves taking into consideration the needs and preferences of your business, its customers, and of employees.
Workforce management is a specific discipline in this arena. It helps companies make sure they have the right human resources in place at all times.
WFM systems help back office operations, contact centers, and retailers with that. These solutions can facilitate communication, forecasting, intraday management, performance management, preference and request handling, reporting, and scheduling. And the organizations that use workforce management successfully stand to benefit from better customer service, greater employee satisfaction, and improved operational results.
For example, the forecasting enabled via workforce management can help make sure you’re ready when customers are. It can provide guidance on how many people you’ll need to have working at any particular point in time. And it can inform your decisions about what kind of skillsets will be more valuable and when.
Of course, things can change in the blink of an eye. That’s why intraday management is so important. It can enable businesses to make changes as needed throughout the day.
If you provide staff members with tools to select or alter their own work schedules, you’re even more likely to get it right – and to help create happy and productive workers in the process. That’s why workforce management solutions sometimes include automatic self-service tools for employees. These tools are helpful for employees, and may assist in reducing employee churn. And they reduce administrative tasks for organizations. They also allow for faster and more efficient changes – within the businesses’ set parameters.
Workforce management solutions do far more than just scheduling, as noted above. And their ability to allow for better reporting and performance management creates the potential for better individual and organizational performance. And WFM’s communication tools can help provide employees with more constructive feedback and the ability to share their input.
Edited by Mandi Nowitz
