Dave Evans, Workforce Management Consultant at Business Systems (UK) Ltd, discusses 3 emerging trends to watch out for in workforce management (WFM) technology.
A quick re-cap on emerging WFM trends is below:
1. WFM Improvements in WFM web-based Portals
We will continue to see advances in WFM web-based portals – These will be available for employees as well as schedulers, to give true mobile workforce optimisation. Availability such as WFM shift trading and booking holidays will be available through this portal, improving workforce planning and resource planning capabilities.
2. WFM Integration Improvements
Improvements in integrations for bespoke applications and for third party applications will continue. This is going to enable users to take data and create weighted score cards, improving workforce planning efficiency.
3. Increase in the use of Workforce Management Gamification
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.