Strategies to Take Your WFM to the Next Level: By Mr Vikas Wahee, Head of Solutions, BPM & ITES, Intellicus Technologies

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Strategies to Take Your WFM to the Next Level: By Mr Vikas Wahee, Head of Solutions, BPM & ITES, Intellicus Technologies
Strategies to Take Your WFM to the Next Level: By Mr Vikas Wahee, Head of Solutions, BPM & ITES, Intellicus Technologies

Organizations must adopt a consistent WFM strategy that sets them up to realize the service level expectations of their clients.

The modern workplace faces a multitude of hurdles, despite new technological advancements. The widening skill gap will make it difficult for the business and its employees to sustain themselves. Maintaining or even increasing output levels while being economical also hinders the productivity of the workforce. WFM is a dynamic and complex field that requires constant learning and adaptation. You need to stay updated on the latest trends, best practices, and technologies in WFM. Having said that, new-age workforce management (WFM) tools and platforms can help the BPMs rise to the occasion, enabling them to deliver an exceptional customer experience as well as increasing profitability.

The current imperative is to push toward skill development and next-generation technology integration to increase overall operational and productive efficiency. Recognizing this, organizations must adopt a consistent WFM strategy that sets them up to realize the service level expectations of their clients. It can elevate this function from reactive short-term scheduling tactics to a proactive, strategic driver for business success.

One of the first frontiers for workforce management lies in fostering a continuous learning environment. Designing programs for upskilling and reskilling is imperative, considering how the fast pace of technological change is critical. In this case, the first step is to identify the skill gaps and provide appropriate educational resources to bridge them.

Attracting and retaining the best talent needs more than providing a workplace and salary. Recognizing the shifting needs of the employees centered on well-rounded work experiences displays that the leadership values creativity and inquisitiveness. Organizations will be able to cultivate a future-ready team by building digital learning platforms that empower employees to constantly upgrade their skills.

The second key strategy for WFM requires increased investment in intelligent knowledge management tools. BPMs act as an extension of their clients’ business operations, and they thrive when they can handle large volumes of customer interactions with efficacy. This requires them to have specific knowledge and a deep understanding of the client’s industry and offerings.

Knowledge management tools are critical in an environment where agent turnover is high, yet high-quality service delivery is indispensable. Through categorization and automated content curation, staff members will be able to stay up-to-date with all relevant information, transforming the way they work.

The third strategy focuses on generative AI and its role in revolutionizing workforce management. This is especially true with the introduction of GenAI, which is the most recent disruptive technology to burst onto the scene. GenAI can evaluate, interpret, and integrate vast amounts of data to create various forms of unique content.

GenAI tools can help organizations take productivity to a whole new level by fundamentally shifting how people engage with their teams and clients. Additionally, Insights can perform organizational network analyses that challenge how workers do their jobs day-to-day. They analyze work patterns and offer suggestions for better planning.

Harnessing generative AI’s advanced algorithms and machine learning helps derive insights using enormous multivariate datasets and provide more effective predictions. The technology covers the entirety of the organization’s historical data and current market trends to analyze them more accurately. With GenAI, BPOs can craft optimal employee schedules to achieve higher productivity, improved individual engagement, increased employee satisfaction, and better work-life balance for the workforce. Moreover, they can enhance skill matching and resource distribution to comprehensively analyze project demands, employee skill levels, and resource availability. GenAI-recommended and data-driven resource allocation ensures higher productivity and reduced project risks down the road.

In the context of WFM decision-making, integrating GenAI into workforce management transforms BPM operations, maximizes cost efficiencies, and increases the productivity of the workforce.

Increasing technology adoption with a focus on advanced data analytics will further increase productivity and performance in the workplace. Analytics is a cornerstone for making informed decisions. For a BPM, quality metrics like first call resolution, average handling time, and customer satisfaction reveal areas for improvement across the entire customer service journey. Leveraging sophisticated analytical tools for tasks like monitoring and tracking workforce performance metrics and customer experience helps create a more informed and efficient workforce management system.

Modern WFM solutions should offer modular, flexible, and adaptable components. Additionally, they should leverage the power of cloud computing, artificial intelligence, and automation to enhance your WFM system’s capabilities and efficiencies.

The final strategy to look out for is to encourage collaboration between humans and machines. Administrative tasks that include data management and processing, scheduling, rostering, and shift planning are repetitive and time-consuming and can be passed on to AI/ML-powered WFM solutions, allowing valuable human resources to focus on more strategic initiatives. With the natural evolution of WFM solutions, the collaboration between technology and humans will most likely grow and lead the way to more well-rounded decisions.

In conclusion, workforce management is a solution that can transform the way BPMs manage their workforce and, if employed strategically, offers a wealth of benefits to their users. Implementing the key strategies mentioned above can deliver significant competitive advantages, improve alignment with business goals, and maximize the value of BPM workforces.

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