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Contact Centre Technology

Self-Service Workforce Management Explained

Author Business Systems UK
Category Workforce Management
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What should your employees be expecting from a Self-Service Workforce Management toolkit?

What exactly employees should be expecting from a Self-Service Workforce Management (WFM) toolkit?

Flexibility & Availability

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 resource planning process, employee’s requirements are considered, promoting employee engagement.

Some examples of flexibility options available for your workers when scheduling workforce planning within your contact centre include:

•    Overtime availability
•    Preference scheduling
•    Shift Trading
•    Flexi-shifts
•    Home working

Managing own performance

A workforce management system may also encourage employees 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.

Ultimately, if you take one nugget from this article, 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.

Ready to explore Self-Service WFM? Contact Us