wfm employee engagement - why it matters
TRANSCRIPT
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95% - A company’s reputation matters
to me
70% - I want more leisure time for my
private life
55% - I want flexible working hours
43% - companies don’t communicate with me through
my preferred channels
“Give the people what they want”
WFM Employee Engagement - why it matters
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David EvansWFO ConsultantBusiness Systems UK Ltd.
WFM Employee Engagement - why it matters
Richard Abdy Forecasting, Planning & MI expert
The Forum
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WFM and Engagement
WFM Traditional View• From the business perspective• Niche and prescriptive
WFM Current View• Focus on Employees• Key Driver for Engagement• Provides ownership and
control to employees
versus
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Who exactly are the Gen Z and Y ?
According to the latest census half of the UK’s population is under 40 years old:
24% Gen Z age group (0-19)26% Gen Y age group (20-39)
Gen Y are also referred to as MILLENIALS*
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75% of workforce will consist of Millennials by 2025
46% of Contact Centre Workers aged below 30
21 % “How motivated do you feel by work?” 18-24 years old
Why Engagement is Important
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What do Millennials want from an Employer ?
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Millenials Believe in Life After Work
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“Give the people what they want”
FLEXIBLE SHIFT OPTIONS
VISIBILITY AND MOBILITY
INSTANT DECISIONS
SELF SCHEDULING
ACCESS TO PERFORMANCE GAMIFICATION
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POLL>How much influence do the
employees have on shift patterns
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Flexible shift options
FIXED SHIFTS
SPLIT SHIFTS
FAIRNESS FACTORS
MULTISKILLED
HOURLYCONTRACTS
FLEXIHOURSROTATING
PATTERNS
LIEUTIME
HOMEWORKING
39% using12% planning
*Forum 2016
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Visibility and mobility
Employee Portal Web or Mobile Device Independent
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Poll Questions Placeholder :
POLL>Are your employees able to
book absences via an automated process?
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Visibility and mobility
Instant Response for absence requests – Why wait?
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Let employees take control , e.g. swap days off, activities One to one swaps or post to a shift trade board
Shift swaps
Can we swap please ?
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PREFERENCES
I would prefer to work at certain times and days I would prefer to have Saturdays off I “MUST HAVE” next Friday off for a wedding
AVAILABILITY
I can’t start work until after 9.30am I am not available to work in the evenings I am able to work until late on weekends
Self scheduling
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POLL>Do employees have access to their own performance on the
day in real time?
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Manage performance
Access to own Performance
Link to 3rd Party Applications for weighted scorecard
How well am I doing today?
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Gamification
Give yourself a medal ... Leader Boards and Rewards
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What does it mean for the business ?
Reduction in Attrition
Reduced Admin Overhead for Managers
WFM tools for visibility of Teams and Performance• Web Based team views• Real Time Adherence for coaching
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“Give the people what they want”
FLEXIBLE SHIFT OPTIONS
VISIBILITY AND MOBILITY
INSTANT DECISIONS
SELF SCHEDULING
ACCESS TO PERFORMANCE GAMIFICATION
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Q &A