Dave Evans, Workforce Management Consultant at Business Systems (UK) Ltd, discusses 3 emerging trends to watch out for in workforce management technology.
1. Continue to see advances in web-based portals – These will be available for employees as well as schedulers, to give true mobile workforce optimisation.
2. Improvements in integrations for bespoke applications and for third party applications. This is going to enable users to take data from workforce management and create weighted score cards.
3. Increase in the use of Gamification – Agents want to know exactly how they are performing without having to wait two or three weeks for feedback.