Customer Service

The evolution of workforce management software: Trends in modern support services

Although it seems self-explanatory, let us start by answering what workforce management is. Workforce Management (WFM) means effectively allocating, monitoring and managing an organisation's most valuable resource – its people.

The employees with the appropriate skill sets are accessible at a suitable time to fulfil their duties, thanks to competent workforce management. The efficiency of resources is one aim that most companies share, even though each organisation has its unique goals.

The significance of workforce management

Effective workforce management is an essential element of any business management strategy, regardless of whether your workplace is an established or a developing business.

Organisations can maintain a productive and economical staff with the help of strategic workforce management. Inconsistent workforce policies may lead to problems like:

  • Staffing issues
  • Redundant personnel
  • Untrained workers
  • A rise in project expenses
  • Infractions of regulations
  • Unnecessary overtime
  • Unengaged staff
  • Burnout
  • High turnover among employees

Workforce planning is, therefore, a critical component of talent management, assisting human resource specialists to:

  • Boost personnel productivity
  • Ensure adequate resources for projects
  • Simplify the performance management process
  • Train staff as necessary
  • Deal with staffing issues
  • Cut down organisational risk
  • Increase workplace safety
  • Respect the rules and laws of the workplace
  • Boost participation among employees

What is a workforce management system?

Companies can organise their workforce policies and automate many of the duties and processes in their workforce management system by using a workforce management (WFM) software solution.

Human resource managers can delegate and organise more efficiently, better use the employees' time, and effectively accomplish organisational goals.

What are the advantages of workforce management software? 

WFM software simplifies managing a workforce, including scheduling, timekeeping, and attendance. Here are some other aspects it can help you with:

  • Monitor productivity
  • Improve performance management
  • Process payroll
  • Maintain legal conformity
  • Enhance employee safety

Effective implementation allows organisations to:

  • Save time, lower error rates, and automate manual activities.
  • Compile relevant workforce data and use real-time data analysis to help make better decisions.
  • Implement multichannel workforce management to provide your mobile or hybrid staff more access.
  • Increase interdisciplinary productivity to enhance teamwork and worker engagement while reducing duplication.
  • Cut operational costs caused by overstaffing, unnecessary overtime, and outsourcing by accurately estimating needs and allocating resources.
  • Improve the overall experience, for example, by outsourcing customer service automation, whereby they can match consumers with the appropriate contact specialist through skills-based routing,
  • Increase payroll accuracy by verifying time tracking, paid time off, and documenting overtime. 
  • Prove compliance with regulations in the case of an audit by keeping precise and thorough records.

Trends in workforce management

Businesses now must contend with shifting cultural norms, hazy political and economic circumstances, and fast-shifting consumer needs. Organisations will have to depend more and more on their HR departments to succeed in the future workplace. These teams will help them discover effective and lucrative solutions to the problems arising from a modern workforce's needs.

In an increasingly digital world, organisations today must contend with growing competition. Businesses need to be able to make rapid adjustments if they want to succeed, either by changing their current business model or implementing novel, specialised technologies.

The hiring process is moving away from degree and credential-based hiring standards and towards talent searches more focused on capabilities.

Additionally, as the need for remote work grows, businesses willing to hire workers from other places and with the necessary HR procedures and technology in the area can help alleviate the current talent shortage. Equally crucial is providing employees who cannot work remotely with a purposeful and fulfilling workplace.

Thankfully, comprehensive and intuitive workforce management systems provide the adaptability and insights required to support the evolving nature of work, especially during periods of tremendous change.

*For organisations on the digital transformation journey, agility is key in responding to a rapidly changing technology and business landscape. Now more than ever, it is crucial to deliver and exceed organisational expectations with a robust digital mindset backed by innovation. Enabling businesses to sense, learn, respond, and evolve like living organisms will be imperative for business excellence. A comprehensive yet modular suite of services is doing precisely that - equipping organisations with intuitive decision-making automatically at scale, actionable insights based on real-time solutions, anytime/anywhere experience, and in-depth data visibility across functions leading to hyper-productivity, Live Enterprise is building connected organisations that are innovating collaboratively for the future.

How can Infosys BPM help?

Labour management has become increasingly vital due to shifting markets. Without comprehensive workforce management systems, businesses will suffer because they won't have the strategic insights to identify and link HR initiatives to corporate objectives. Thanks to effective customer support automation, we can complete a once-difficult chore with accuracy, simplicity, and insight.

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