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Workforce Management V Workflow Management in the Back Office – What’s the difference? - Business Systems UK Ltd - ContactCenterWorld.com Blog

Workforce Management V Workflow Management in the Back Office – What’s the difference?

Having the right workflow and workforce management capabilities in place can significantly improve your business performance and productivity in the back office, especially when combined together.

Workforce management takes care of your people (or robots) and aims to improve productivity and performance from the human perspective by placing the correctly skilled people in the right place at the right time.

Workflow consists of orchestrated and repeatable patterns of business activity, whereas workforce management is an institutional process that maximises resource performance and competency for an organisation.

Explained simply, workflow manages your processes and projects, it improves productivity from the perspective of the work itself by defining tasks, splitting them into manageable chunks, and allocating them to individuals and teams.

  • Workforce - deals with your people
  • Workflow - deals with your work and processes

When the two capabilities are implemented harmoniously, the effect can be truly transformative for a business.

Understanding Workforce management

Workforce management is about managing the people in the context of the work they’ll be doing. It deals with; the who as well as the how.

Back Office WFM systems provide operational intelligence on:

  • The work that needs to be completed,
  • Where is needs to be done,
  • Who is best placed to do it and,
  • Which systems they’ll need to use

In this way, a workforce management system can be used to identify where there are major resource or skill shortages, surpluses or system bottlenecks, and consequently plan, schedule and forecast the right agents to fulfill business needs.

It is a great way of spotting areas of the organisation that need re-engineering and building a business case for getting it done.

Understanding Workflow Management

Workflow management is interested in gathering information about service demand and the processes used in the delivery of that service, in order to automate the process flow where possible, and track cases through sequential or parallel activities.

Today, a workflow is a joint effort between Operations and the IT department. Developed in-house, it involves a great deal of business analysis followed by a development stage, (changing core business systems), and then implementing a test phase which will involve technical and end-user acceptance criteria.

Differences between workflow and workforce management software

Part of the difference between workforce management and workflow solutions is the level of detail and the way the two systems look at handling workload.

Workforce management understands people and processes and is often looking at higher-level tasks and the bigger picture. Workflow systems, on the other hand, tend to provide information based on activities at a granular level, such as the number of new cases per process being started, and can often report on the completion of each activity by individuals. However, in isolation, they often lack the visibility of resourcing these tasks.

OPX Workflow and Workforce Management

It is clear that both workflow and workforce management solutions are important in a back-office environment where work volumes are high with numerous complex processes involved.

OPX is a Workforce Optimisation solution that incorporates both workflow and workforce management to seamlessly manage resources and processes together, regardless of their worldwide location, in a holistic fashion.

Providing a wide range of capabilities, OPX supports your entire back-office operation, including:

  • Real-time Planning of Work
  • Real-time Resource Planning
  • Performance Management
  • Utilisation Analysis
  • Capacity Planning
  • Complaints Capture
  • Conduct Risk Management
  • Real-time KPI Management
  • Skills and Competency Analysis
  • Process Reporting

By changing the way in which people process service demand, OPX is able to change culture and behaviour, allowing organisations to:

  • Increase productivity
  • Increase utilisation
  • Drive down costs
  • Manage resources regardless of location

Highly modular and quick to implement, OPX supports back-office end-to-end processes: from the digital capture of incoming work and smart work allocation to human and robotic orchestration and the automated output of digital customer communications.

If you are looking to improve your back-office and be awesome, get in touch!

Source: https://www.businesssystemsuk.co.uk/blog/2019/06/17/workflow-management-versus-workforce-management-back-office/

Publish Date: June 17, 2019 5:00 AM


2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 



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