Workforce Management: MyTime Mobile App - Business Systems UK Ltd - ContactCenterWorld.com Blog
Humanise the workplace series - Part 1
Employees today are looking for flexibility and availability to help meet their busy and complex lifestyle schedules. They want to be able to take control of their work patterns.
As an organisation, these factors need to be considered particularly with the millennial generation, resulting in improved employee engagement and a reduction in agent and customer attrition.
Workforce Management can help to encourage these values. As well as helping to ensure the right staff with the right skills are available at the right time, workforce management functionality also encourages a positive and motivated workforce.
MyTime Mobile App
With Teleopti’s agent empowering self-service portal - MyTime – (accessed via Mobile App & Web), agents are able to stay informed of their upcoming schedules as well as changes.
The portal not only works in line with ensuring targeted service levels, it also maintains a healthy work-life balance and creates a direct communication path between resource planners, supervisors and agents.
With the app, agents are able to:
- Submit overtime availability
- Trade shifts
- Request holiday or absences
- Receive swift authorisation which helps increase employee engagement and loyalty
Benefits of Teleopti WFM MyTime
Maintain a unified workforce
ensure schedule information is up to date and synchronised, resulting in higher accuracy and less confusion or mistakes when it comes to work patterns
Achieve employee engagement
humanise the process of scheduling by empowering your agents. Keep them informed of their schedule, allow them the responsibility of changing or trading shifts.
Embrace automation for efficiency
automatically approve or deny shift requests and trades based on skill-traffic demand. Focus less on administration, but more on business needs and analytics.
Agents won’t have to worry about waiting too long for request decisions.
*Agents can report all absences/illness through the app, meaning planners/supervisors are instantly updated in real time, ready to act in line with the day’s activities.
Interested in finding out more? Speak to our team today!
About Teleopti & Business Systems
As top global providers of Workforce Management, Business Systems (UK) Ltd and Teleopti work together to provide across the board services in Workforce Management for operational consultancy, technical implementations and training, culminating in improved customer satisfaction, employee engagement and maximised ROI.
Publish Date: November 8, 2018 5:00 AM
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