Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of...

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Workforce Management: Trends and Challenges

Transcript of Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of...

Page 1: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Workforce Management:Trends and Challenges

Page 2: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

What is WFM?

Business value of WFM?

Current Trends and Challenges

WFM – Workforce Management

Page 3: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Workforce Planning • Right person• Right skill• Right place • Right time

What is WFM?

Page 4: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Forecast demand

Efficiently manage personnel

Automatic scheduling

Produce clear and informative reports

What is WFM?

Page 5: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Business Value of WFM?

Page 6: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Be prepared for the customer

• Reliable forecasts

• Knowing your customers

• Integrations

Business Value of WFM?

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Improve operational efficiency

• Multi-channel & multi-skill

• Optimal scheduling

• Communicate

• Reporting

Business Value of WFM?

Page 8: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Create engaged employees

• Transparency

• Flexibility

• Motivation

Business Value of WFM?

Page 9: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

”I am involved in my own schedule, and that gives me

flexibility in everyday life”

Page 10: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Reduce staff turnover

• Lifestyle scheduling

• Preferences

• Shift trades

• Time-off requests

Business Value of WFM?

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Reduce administration

• Automatic scheduling

• Self-service

• Synchronization

Business Value of WFM?

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Improve speed of answer and service levels

• Forecast accuracy

• Intra-day monitoring

• Communicate the cost

Business Value of WFM?

Page 13: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

50% of customers are willing to switch to a different business as a

result of poor customer service

Page 14: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Enhance performance

• Tracking adherence

• Real time feedback

• Quality Assurance

Business Value of WFM?

Page 15: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Quick Poll:How many of you are using a WFM

software in your business?

Page 16: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Workforce Engagement (WFE)

• Work life balance

Current Trends and Challenges

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Workforce Engagement (WFE)

• Work life balance

• Motivation

Current Trends and Challenges

Page 18: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Workforce Engagement (WFE)

• Work life balance

• Motivation

• Technology

Current Trends and Challenges

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How do you engage your employees?

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Workforce Optimization (WFO)

Current Trends and Challenges

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Gartner:Before 2020, customers will

manage 85% of their relationship with the enterprise without

interacting with a human

Page 22: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Artificial Intelligence (AI)

• What can AI do?

o Identify patterns in hours (rather than weeks)

o Quickly give you conclusion about those patterns

o Automatically make changes based on those conclusions

o Learn from past changes

Current Trends and Challenges

Page 23: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Artificial Intelligence (AI)

• AI for predictive forecasting

Current Trends and Challenges

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Artificial Intelligence (AI)

• AI for predictive forecasting

• AI for scheduling

Current Trends and Challenges

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Artificial Intelligence (AI)

• AI for predictive forecasting

• AI for scheduling

• AI deployment will replace FAQs

Current Trends and Challenges

Page 26: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Artificial Intelligence (AI)

• AI for predictive forecasting

• AI for scheduling

• AI deployment will replace FAQs

• Chatbots

Current Trends and Challenges

Page 27: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Artificial Intelligence (AI)

• Trusting AI?

• Knowing what areas it can help

• What do you need to approve?

Current Trends and Challenges

Page 28: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

What would you worry about?

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What is WFM?

Business value of WFM?

Current Trends and Challenges?

WFM – Summary

Page 30: Workforce Management: Trends and Challenges · Workforce management (WFM) is an integrated set of processes that an organization uses to optimize the productivity of its employees

Thank you!

Contact: Anna Wannberg JönssonE-mail: [email protected]: +46 31 340 25 42


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