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Self-Service Workforce Management Explained

Self-Service Workforce Management Explained


What should your employees be expecting from a Self-Service WFM toolkit?

We catch up with our resident expert David Evans at Customer Contact Expo 2015, as he recaps what exactly employees should be expecting from a Self-Service Workforce Management (WFM) toolkit. 

A key point which Dave makes is that most employees today are looking for flexibility and availability to help meet their busy and complex lifestyle schedules. They want to be able to take control of their work patterns. Employees for example who have children may prefer to take on shifts which allow them to be available around the school run. Another example may be a part time student with university commitments – they are only able to work on the weekends as well as the occasional evening so they need this to be taken into consideration. By throwing these factors into the planning process, employee’s requirements are considered, promoting employee engagement. 

Some examples of flexibility options available for your workers include: 

•    Overtime availability
•    Preference scheduling

•    Flexi-shifts 
•    Home working


Dave prompts us to consider the fact that employees are now driven to manage, view and evaluate their own performance levels without always having to consider management input. Performance management can be a two way process and with workforce management solutions offering KPI dashboards and reports available through agent portals, managing their own performance has become more of a personalised journey for the employee. 

Dave also brings up the hot topic of Gamification where game dynamics can be tied into the employee’s performance. Gamification cleverly takes into account the competitive nature of individuals where rewards can be gained for positive behaviour and acquired skills. Taking it one step further, leader boards can be used to reinforce and share best practice. 

Ultimately, if you take one nugget from this video, let it be that your employees are your company’s most important assets. An employee Self-Service and engagement toolkit will help you drive engaged and satisfied employees who will ultimately compel your organisation further in building a positive customer experience.