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Industry Research : WorkForce Software’s Third Annual Global Employee Experience Study Reveals Deskless Workers are Still Dissatisfied

#contactcenterworld, @WorkForceSW

Global provider of integrated employee experience and workforce management solutions, WorkForce Software, releases the findings of its third annual Global Employee Experience (EX) Study. This research comes at a time when organizations are demonstrating executive focus on staff retention, recruiting, and employee efficiency, all amid highly competitive labor markets and an urgent need to realize a return on investment for their business transformation initiatives.

Over the last three years, WorkForce Software’s Global EX Study findings have shown clear gaps in employee and employer perceptions of employers’ ability to deliver capabilities that create a good employee experience. In the first WorkForce Software Global EX Study in 2021, the perception gap between how well employees viewed the quality of their experience and employers’ views of the same categories were dramatically different—as much as 44% on the category of pay structure. Since then, the gap in perceptions has shrunk dramatically with identical views by employers and employees on the value of communications.

This increasing alignment in perception demonstrates that employers and employees now view these fundamental experience elements with similar degrees of importance. Likewise, the results indicate significant growth in the importance of these elements for employees. For instance, the overall percentage of employees who recognize the importance of flexible scheduling has increased by twenty-five points over just the past three years, with most employees (77%) agreeing this is an important element of employee experience.

While gaps between perceptions are shrinking, action is still needed.

The positive study finding that managers are more conscious of the experience of their frontline employees doesn’t offset that there is considerable work to do to solve problems faced by deskless workers. The 2023 findings show that the challenges underlying the experience gap remain – with more than two in five (43%) employees not feeling valued by their employer, and more than a third (35%) believing their employer does not recognize their contributions to the business.

This, combined with the fact that many deskless or front-line employees are not given scheduling flexibility, can’t easily access training, and are not offered tools to enable simple digital communications, is perpetuating significant employee dissatisfaction. In fact, more than half (54%) of employees said they are open to leaving their place of work in the next six months, and one in five (20%) are unlikely to recommend their place of work to a friend or family member.

To combat this dissatisfaction and disengagement, the key areas to focus on are:

Offer scheduling flexibility and autonomy: Employers recognize schedule flexibility as important but lack modern workforce management technology solutions that enable shift swapping, adequate planning, and adaptability for personal circumstances:

The majority (74%) of dissatisfied employees express a strong desire to work for an employer who offers scheduling flexibility, and more than half (54%) are willing to leave to find an employer who will.

More than half (52%) of employees still rely on outdated practices like paper timesheets and manual shift-swapping requests via email, text, or simply asking a manager or co-worker to swap, and 55% can’t swap shifts with other employees at all.

Almost three in five (58%) employees don’t receive their schedule more than a week in advance. Meanwhile, more than a third (36%) of employees still need to contact their managers via email, SMS, or messaging platforms to obtain schedule information in the first place.

Provide easy access to training: Investing in the development of your frontline staff not only enhances their capabilities, but it also nurtures their intrinsic desire to contribute, innovate, and excel:

More than two in five (44%) employees don’t agree that their company provides adequate training opportunities.

The majority (74%) of dissatisfied employees would prefer to work for an employer that provides easy access to training.

Three in five (60%) employees would prefer to access training through a mobile device, but only 19% have access to this option.

"Keeping employees engaged to avoid losing valuable talent is of paramount importance right now," said Mike Morini, CEO of WorkForce Software. "The cost of doing nothing, including the negative impact on productivity, talent acquisition, and retention, far outweighs the investment needed to adequately support, upskill, and empower deskless employees. The technology to provide greater flexibility for disparate workforces is readily available today, so taking action to remove the barriers to better employee experiences should begin immediately. There is really no reason why any employee can’t view their shift schedule and make changes, contact their manager, or complete relevant training digitally in 2023."

This global workforce survey, conducted by Pollfish on behalf of WorkForce Software, was completed by 1,684 employees and 1,701 employers from a wide range of industries across seven global regions. The survey was composed of 28 distinct questions, both open-ended and single selection.

#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 - Quantity, Quality, Cost

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

Published: Friday, October 13, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

6.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

7.) 
Pointel

Genesys Workforce Management
WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based techonologies such as VoiceXML, robust applications can be developed to provide "anytime, anywhere" access to WFM planning and scheduling and real-time fuctions. These valuable additions to the standard WFM solution can be tailored to meet the unique needs of the contact center.

WFM Voice Self-Service can be deployed either in enterprise premises or hosted in a service provider's network.

If the client is a Genesys Voice Platform customer, they can run WFM Voice Self-Service on the Genesys Voice...
(read more)

8.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

9.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.

10.) 
Simucall limited

Assessment of Contact centre job applicants
Pay As You Go remote assessment tool for contact centre job applicants.

NO set up or registration fee and NO minimum use contract

Assess your applicants ability to listen to a caller, recognise the important pieces of information and record them into a logging system swiftly and accurately under pressure.

Full management dashboard

Pay per completed assessment (no charge if abandoned or not taken by the deadline you set)

Choice of assessment environments - including Insurance claims, Financial transactions, Emergency service calls, Utility defect report and IT Helpdesk

Variety of UK accents used by callers (of different ages and genders)

You retain control of all communication with the applicants
 

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