Wednesday, February 1, 2023

Reasons Why Workforce Management Adoption is Important for Employee Experience (EX) & Customer Experience (CX)

By Nisha Sharma - October 19, 2022 4 Mins Read

Successful employee experience (EX) efforts are made viable by effective workforce management, and this directly relates to enhancing customer experience (CX). 

Employee experience is interrelated to customer experience and is a critical factor of any organization. Proper workforce management gives insights into employee performance and their tasks, to both employees and the higher management that helps them to track their performance or even automate specific processes. Below are some reasons why companies must leverage workforce management to enhance employee experience (EX) as well as customer experience (CX).

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Real-time feedback

Employees have immediate access to their performance data, which gives them insights into their performance. It can also and occasionally boost their enthusiasm and alert them to improve their performance, as workforce management teams monitor the flow and quality of work. This real-time feedback is an effective technique for enhancing employee experience (EX), motivating workers to focus on the objectives and measure their efforts to meet those objectives. Workforce management provides employees with measurable daily objectives and accomplishments, so they are aware of what they must do to surpass those goals in real-time, and these raised goals enhance the organization’s customer experience.

Understaffing prevention & employees stress reduction

Workforce management helps businesses identify and retain the right skilled and trained resources, which results in placing the right employee at the right designation, ensuring they will not be disgruntled, or discouraged due to low job satisfaction.  It will also prevent understaffing by forecasting accurate demand and comparing the certification and training history of the available employees. For instance, workforce management enhances employee experience (EX) by properly managing employee time-off requests, attrition rates, attendance trends, etc., while building growth roadmaps. With the correct execution of the workforce management process, both employee experience and customer experience(CX) improve. 

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No overtime burden

Workforce management optimizes staffing levels on the basis of expected demand to prevent the need to run overtime. Additionally, it forecasts attrition rates and works with recruiting and training, assuring new staff is hired, trained, and ready to work before the vacancy arises. As human beings, every employee has limited energy to perform and once they cross their natural peak performance, they get stressed. This may result in a loss of customer satisfaction, compassion, and empathy while resolving customer issues. Therefore, workforce management maintains a combination of the requirement for staffing and the need for employees to perform at their best, improving teamwork and adding value to customer experience (CX).

Workforce management empowers employees

Workforce management empowers employees by enabling self-service, so they have access to their time cards and schedules. Employees empowerment brought about by workforce management boosts psychological well-being, improves job satisfaction and experience, and speeds up the delivery of improved customer experiences (CX).

Centralized management creates objectivity

The centralized workforce management platform makes staffing decisions objective and removes personal opinions from the equation, as workforce management analyzes the data behind the employee without any personal connection with the employee. This results in employees having a greater sense of fairness and consistency in how time off requests, shift swaps and shift flexibility are handled.

Workforce management integrates and unlocks insights

The entire employee lifecycle is covered by workforce management teams’ care, analysis, and leverage of significant data insights. Additionally, the data that workforce management evaluates goes much beyond attendance and hours spent.

Utilizing workforce management early on in customer and employee experience efforts, unlocks a wealth of information on employees and their interactions with customers. Enhancing employee experience through workforce management data-fication processes results in great customer service.

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Nisha Sharma

Nisha Sharma is working with OnDot Media as a Tech Journalist. She has done Post graduation in Journalism & Mass Communication. Her prior experience was in B2B as a Content Writer. This is her first stint with a technology publication and she is on the high curve of learning about the IT sector, it's challenges, and the trends that move it forward.

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