Tips for getting more out of workforce management software
Workforce management software is a valuable tool not only in managing the workforce you already have, but also in planning the future resources you need in order to meet your goals.
But it’s not a totally hands-off process, and the more you put into your software, the more you can expect to get out of it in terms of cost savings and efficiency improvements.
Here are just a few of the ways you can use your workforce management software more effectively, and get more out of it in positive ROI.
1. Set Your Goals
It sounds obvious, but you should always know what your goals are: do you want to downsize your workforce without losing productivity? Achieve more with your existing employees? Or know how many new recruits you need to meet certain targets?
Defining your goals in clear terms allows your workforce management software to make the right kind of forecasts, and this in turn can guide you towards achieving those ambitions.
2. Expect the Unexpected
One key benefit of workforce management software is the ability to predict what will happen in certain circumstances – a kind of crystal ball for your call centre.
Make good use of the software’s ‘what if?’ reports, and you can make sure that anything that is likely to cause problems for you can be anticipated and taken care of in advance.
3. Time Waits…
You can’t stop the hands of time, but you can use your workforce management software to act more responsively when a decision needs to be made.
Keep a close eye on scheduled reports, and make sure you know how to run a real-time report when you need to, and you can be flexible and adaptive in all of your call centre operations.
If you are allowing the system to be accessible to your call centre agents – giving them a certain degree of control over their own shift patterns or holiday bookings, for instance – then make sure it meets their needs.
This might mean making more information available to them on the agent desktop view they have access to, but it could equally be about removing unnecessary information from that view, making it streamlined and easy to use.
5. End to End
Your workforce management software should be a virtual version of your real-world workforce; so make sure it has all of the data it needs in order to manage your call centre and make accurate forecasts and reports.
This is an initial task you should devote some time and effort to – it’s worth it – and thereafter a minimal amount of admin should be enough to keep everything up to date.
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