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Industry Research : WorkForce Software’s Global Experience Study Released

#contactcenterworld, @WorkForceSW

Global provider of integrated employee experience and workforce management solutions, WorkForce Software, releases the findings of its 2nd Annual Workforce Experience Gap study. Perception gaps narrowed between employers and employees when comparing the results to last year’s findings, which revealed stark discrepancies between the quality of the work experience that organizations believe they are providing and what employees perceive they are actually receiving.

Closer alignment in employer-employee views was found in areas such as job training, pay rates, schedule flexibility, and employee recognition. The key finding in this year’s report is that most of the reduction in perception gaps was due to employers reducing their scores, indicating a recognition that they were fulfilling employee expectations. The 2022 study also evaluates employee and manager perceptions of workplace communication and employee feedback loops, painting a clearer picture of employee experience.

The dramatic changes in work following the pandemic and the current labor market have had a major impact on the importance of workplace experience, forcing company leaders to shift their HR strategies to address new requirements from employees. Some of these business pivots have created a disconnect among employers and their staff. This disconnect is especially true for deskless/shift workers who make up 80% of the global workforce and play an essential role in nearly every industry. Company initiatives continually overlook these workers, despite their significance, and underscores the importance of keeping a pulse on essential workers in order to implement modern, meaningful ways to bolster both employee experience and operational excellence.

"As the workplace continues to evolve, it’s imperative that employees and employers grow closer in meeting expectations when it comes to the workplace experience," said Mike Morini, CEO of WorkForce Software. "Understanding your employees’ needs and addressing them in a way that supports business requirements will result in a more productive and motivated workforce and will help retain and recruit top talent across all levels and job roles. Organizations that continue to work towards closing the experience gap will benefit immensely. A company’s greatest asset is the employees, so ensuring you are on the same page as they are and working towards a common goal is extremely important in today’s competitive market."

Following are key findings from the 2022 Workforce Experience Gap Study:

Managers and Employees Value Shift-Scheduling and Flexibility

Most managers and employees agree that schedule flexibility is essential to job satisfaction. However, many reported that their companies do not offer a flexible, predictable, and accessible scheduling process—making it difficult for these employees to feel they have control in their personal and professional lives.

79% of employees surveyed say they would prefer an organization that offered more flexibility over one that did not.

39% of employees and 43% of managers report that their companies do not offer flexible scheduling.

55% of employees experience changes in shift patterns weekly.

Only 25% report that their organizations utilize online scheduling software.

The reduction in the gap in employer and employee perceptions on flexible scheduling was due to 82% of employers reporting they offered flexible scheduling in 2021 versus only 56% reporting they did in 2022.

Organizations Are Underestimating the Importance of Digital and Mobile Training Options

There is a clear disconnect in how organizations provide job training information compared to their employees’ preferences when it comes to receiving it. Despite the growing number of digital natives in the workforce, organizations are underutilizing mobile technology to support their employees.

18% of employees report that they rely on fellow team members’ knowledge on how to complete work tasks, and 21% must still locate physical employee-only areas like employee break rooms to access documents and guides.

46% of employees say they would prefer to receive training and information via mobile phone, yet only 20% receive this training option from their organizations.

New to this year’s study, employees and employers were asked for feedback on workplace communication, revealing a need for mobile solutions. While 45% of employees prefer to use a single mobile app for workplace communications, only 14% reported having access to an integrated mobile solution.

Celebrating Employee Success and Embracing Feedback Are Vital

Company leaders are beginning to recognize that celebrating employees’ accomplishments and valuing their feedback are essential in managing and supporting engaged and productive staff, maintaining morale and motivation, and reducing the risk of burnout. However, there remains a significant percentage of employees who feel undervalued and unheard in their workplace.

75% of employees answered that they would choose to work for an employer who regularly asked for feedback over one who did not.

While 61% of employees reported regular feedback loops ranging from every three months to anytime in the moment via mobile device, 33% reported they provided feedback either once a year or never, indicating some organizations are still isolating their employees through outdated processes.

While results indicate organizations are more aware of their employees’ needs, they still lag in taking action to address them. Employee experience starts and ends with company leaders and it’s essential for employees to be given the proper tools to be successful.

To create moments that matter at work every day, company leaders must remember to:

Enable better work/life balance with flexible schedules and rosters, streamlined time-off request and approval processes, and make sure employees’ voices are heard.

Set employees up for success with streamlined communication, knowledge sharing, and clear expectations before they arrive for work each day.

Create consistently meaningful moments at work by getting employee feedback, ensuring they have all the tools they need to do their jobs, and recognizing when they are at risk of burnout and need a break.

The global survey was conducted by Pollfish on behalf of WorkForce Software in Q2 2022. It includes responses by 1,684 employees and 1,701 employers from a wide range of industries across 8 countries.

#contactcenterworld, @WorkForceSW

Posted by Veronica Silva Cusi, news correspondent
Source: WorkForce Software


About WorkForce Software:
Company LogoWorkForce Software is a global provider of cloud-based workforce management solutions. The company’s WorkForce Suite adapts to each organization’s needs, delivering a breakthrough employee experience – no matter how unique your pay rules, labor regulations, schedules, and employee self-service needs are. Enterprise grade and future-ready, WorkForce Software removes the noise from a managers’ busy day, protects your organization from compliance risks, provides leadership with strategic business insights, and delivers real employee engagement at the time and place work happens.
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Today's Tip of the Day - Motivation & Charity Work

Read today's tip or listen to it on podcast.

Published: Friday, October 28, 2022

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2024 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


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Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

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Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

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Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

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PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
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- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

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PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
 

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