André Cavaco Leitão
How to succeed in 2023
At this stage, most of our frequent visitors know what Workforce Management (WFM) is, but to everyone new to our space, let me start with a brief description of what it is. (jump to our five tips)
WFM is usually defined as a set of processes and technologies that help organizations optimize their workforce's scheduling, forecasting, planning, and budgeting.
Most commonly seen in the Contact Center/Service industry, the truth is that WFM sees across multiple industries, sometimes with other names or designations, but by nature, we are all set to achieve the same goal.
By using WFM tools, processes, and strategies, companies can increase efficiency and productivity, reduce costs, and improve customer satisfaction.
The WFM industry has evolved significantly in recent years, driven by technological advances and changing business needs.
Many organizations are now turning to cloud-based WFM systems, which offer greater flexibility and scalability than traditional on-premises solutions.
Additionally, the rise of remote work and the need for better virtual collaboration tools have led to the developing of new WFM solutions specifically designed for distributed teams.
To better succeed in 2023, organizations can adopt the following five tips and tricks to maximize their workforce efficiency:
1 - Implement a Workforce Management system:
Yes, it is true. Still today, many companies struggle to find a tool. Many companies still needed to take one of the very first steps, identifying and investing in a system that can help manage, optimize, control, and support their workforce.
A WFM system can help organizations optimize their workforce scheduling, forecasting, and budgeting, improving efficiency and productivity. It is common to see excel on the top of the lists of most used tools in the WFM industry.
Search the market, and promote change that can save you time and money in the future.
2 - Utilize data and analytics:
By leveraging data and analytics, organizations can gain insights into their workforce and make informed decisions about allocating resources and optimizing processes.
The power structured data can offer WFM professionals and business decision-makers is undeniable. Today more than ever, building a compelling narrative with insights is critical to leverage your role as an advocate for efficiency and productivity. In 2022, there was a frequently shared image on storytelling, "The Lego Data Story". This simple image visually puts where most WFM professionals cannot fail, tell simple and actionable insights, ask the right questions, and avoid being the person only raising problems without data to backup or sharing data with limited research.
3 - Foster a culture of continuous improvement:
Encourage employees to identify and address areas for improvement in their daily work and provide them with the tools and support they need. To all the leaders reading this article, be brave, let your team improve their processes, and let your team create new paths in their ways of working.
They are a critical part of shared success. WFM teams are support teams that should feed success from the goals achieved by the operations they support. Therefore let all the team members be part of ideations exercises, let everyone feel secure sharing their ideas, and be comfortable questioning existing processes.
4 - Stay up-to-date on industry trends and best practices:
As the WFM industry evolves, professionals must stay informed about new technologies, trends, and best practices. Your knowledge of recent trends can be obtained through continuous education and professional development opportunities, such as attending industry conferences or online courses.
Another critical step is to increase your network and expand your connections with other professionals in the industry. More commonly than you know, someone is facing similar issues, questions, or doubts. Listen to what other professionals in the industry have to say. Check The weWFM Podcast for more content and enjoy great conversations.
5 - Leverage automation and artificial intelligence:
Automation and artificial intelligence can help WFM professionals streamline their workflows and make more accurate forecasts. WFM professionals can improve their efficiency and effectiveness by learning how to use these technologies effectively. Start with the basics of Robotic Process Automation (RPA), and there are more processes, steps, and monotonous tasks that can be streamlined with straightforward automation. The time you will invest in improving a data extraction, building a report, or even a simple requests process can lead to considerable savings to reinvest elsewhere in your more complex tasks.
By adopting these strategies, organizations and WFM professionals can better succeed in 2023 by maximizing their workforce efficiency and productivity. WFM professionals who follow these tips can position themselves for success in the coming year and beyond.
Happy new year from weWFM to all the WFM professionals out there!
We wish you a successful and productive 2023.