The Workforce Management (WFM) is about one tool that possibly dimension and manage with maximum efficiency the contact centers operators and others industries.
The solution has been increased fast at the market and provides a series of benefits, like satisfaction monitoring and agents perform.
Research by Right Management reveals that motivated employees produce up to 50% more and are happier at their workplaces, according to CIMM portal.
This way, the WFM shows being an excellent ally for organizations who wish to raise their respective performances and improve the team’s productivity in a strategic way.
WFM in practice
A solid WFM strategy began with the definition of the requirements to fulfill each business task efficiently and safely.
Through this base, companies can use the work management tool to determine the previsions based on the demand, program the appropriate quantity of employees to do a determined task, measure the team’s performance and provide feedback and incentives to each team’s member.
It is important to remind that WFM doesn´t concentrate only on the employee’s performance and schedule, but also determines how companies should invest in their employees.
A good implementation of the solution involves online training and constantly supervising to guarantee that the agents are familiar with the skills that they should exercise to fulfill its function.
Besides that, a correct implementation of the WFM can help companies reduce costs and improve the service client through the WorkForce monitoring and automation.
This way makes it easier to preview future demands through seasonal talents or which change should be done in determined departments or call centers, like the right number of employees in each turn.
Considering the “new normal”, marked by the acceleration of digital, WFM becomes a multifaceted management structure that allows the easy tracking of the employee’s productivity, as more employees working remotely and the mobile technology becomes a law, more and more companies invest at the Work management tool to also monitoring the external employees performance.
Workforce Management analysis: How it works?
To supervise the Work Force Management processes, many companies invest in hiring analysts.
The work consists in a combination of human resources, analytics and operational skills.
Besides that, a WFM analyst is responsible for collecting data referring to the company’s work force to, through these, determine trends and create operations plans and goals to determine business.
The work force management analysts are also the responsible for finding ways to cut costs and reduce customer budgets eliminating redundancies in the organization.
Many WFM analysts also work in short time as consultants, helping companies to develop strategies, to analyze data or to correct inconsistencies in an existing process.
Although the criteria for hiring a WFM analyst depends on the company and sector, the function usually requires a diploma in fields related to finance, informatics and accounting; strong communication skills, capacity for organizing and analyzing structured data, capacity to make and interpret reports, administration experiences and certification in WFM.
WFM software’s and tools
WFM tool management is a complex task that requires the tracking of many mobile parts, including budgets, employees and schedule.
Great part of companies bet on outsourced software and tools to implement the WFM and integrate these tools at business daily operations. Usually, these tools include RH resources, like candidates tracking systems that can help analysts to predict the hiring trends at the company.
A complete WFM tool is an excellent ally to help organizations to simplify the work force management processes, while providing valuable information regarding this.
DNK offers WFM solutions with total possibility of customization
Aligned to the market needs, DNK offers her own WorkForce Management tool, with total possibility of customization.
DNK offers omnichannel solutions for Call Center and Contact center, being specialized in the development of high-performance products, solutions and services for companies in the area.
The use of last generation technology together with a team of experienced professionals, leads DNK to constantly innovate to transform the clients and partners experience with their consumers.
DNK cherishes excellence in customer service, providing its partners tools and platforms with innovative and customizable functions to guarantee an unforgettable and satisfactory experience.
The WFM DNK makes it possible to manage work scales and shifts. Following the digital transformation movement, prevents labor liabilities, absenteeism, turnover and the employee dissatisfaction.
In view of the numerous benefits of WFM DNK, real-time updating is highlighted, presenting decentralized data and avoiding errors in payment amounts and internal communication failures.
The DNK’s workforce management also provides feedback in real time so the manager can see all the compliances details and offers flux to day-off requests with pre-programmed period. Has also automatic generation of days off; parameterization of ideal scale and helps to solve the preference day-off conflicts, with a unified channel to request to change shifts and day-off and distribution of hours per employee.
The solution also points to the employees of the chosen scale and the calculation of assigned hours, has the option of monthly navigation of the professional’s absence record, publication of work schedule, customizable grid with blocking of vacancies, planned shift, among other resources and possibilities.
The WFM DNK offers the market’s best cost benefit and your last generation technology allows total customization of data stored in the cloud, besides total connectivity and integration of legacy systems.
According to Antimo Gentile, CEO of DNK infotelecom, the work management tool will be essential to the Brazilian Market.
“What we have seen are international platforms, with prohibitive costs and little capacity of customization. Through our WorkForce Management solution, DNK is able to provide the best WFM solution of the Brazilian market to every company that needs effective control of their teams. Be it a contact center, a financial institution, an insurance company or other types of business”, he claimed.
