We've all heard of the 'millennials'. But what does being a millennial mean in today's workforce and how can workforce management be just the trick to manage, engage, and empower this generation?
Explore how WFM can help contact centres better engage and empower the younger generation of employees through:
- self-service
- mobility
- gamification
Driving Behavioral Change for Information Management through Data-Driven Gree...
WFM Employee Engagement - why it matters
1. ∙∙→ Speech technology & Workforce Optimisation solutions
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
2. ∙∙→ Speech technology & Workforce Optimisation solutions
David Evans
WFO Consultant
Business Systems UK Ltd.
WFM Employee Engagement - why it matters
Richard Abdy
Forecasting, Planning & MI expert
The Forum
3. ∙∙→ Speech technology & Workforce Optimisation solutions
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
4. ∙∙→ Speech technology & Workforce Optimisation solutions
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*
5. ∙∙→ Speech technology & Workforce Optimisation solutions
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
6. ∙∙→ Speech technology & Workforce Optimisation solutions
What do Millennials want from an Employer ?
7. ∙∙→ Speech technology & Workforce Optimisation solutions
Millenials Believe in Life After Work
8. ∙∙→ Speech technology & Workforce Optimisation solutions
“Give the people what they want”
FLEXIBLE SHIFT
OPTIONS
VISIBILITY AND
MOBILITY
INSTANT
DECISIONS
SELF
SCHEDULING
ACCESS TO
PERFORMANCE
GAMIFICATION
9. ∙∙→ Speech technology & Workforce Optimisation solutions
POLL>
How much influence do the
employees have on shift patterns
10. ∙∙→ Speech technology & Workforce Optimisation solutions
Flexible shift options
FIXED
SHIFTS
SPLIT
SHIFTS
FAIRNESS
FACTORS
MULTI
SKILLED
HOURLY
CONTRACTS
FLEXI
HOURSROTATING
PATTERNS
LIEU
TIME
HOME
WORKING
39% using
12% planning
*Forum 2016
11. ∙∙→ Speech technology & Workforce Optimisation solutions
Visibility and mobility
Employee Portal
Web or Mobile
Device Independent
12. ∙∙→ Speech technology & Workforce Optimisation solutions
Poll Questions Placeholder :
POLL>
Are your employees able to
book absences via an
automated process?
13. ∙∙→ Speech technology & Workforce Optimisation solutions
Visibility and mobility
Instant Response for absence requests – Why wait?
14. ∙∙→ Speech technology & Workforce Optimisation solutions
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 ?
15. ∙∙→ Speech technology & Workforce Optimisation solutions
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
16. ∙∙→ Speech technology & Workforce Optimisation solutions
POLL>
Do employees have access to
their own performance on the
day in real time?
17. ∙∙→ Speech technology & Workforce Optimisation solutions
Manage performance
Access to own Performance
Link to 3rd Party Applications for weighted
scorecard
How well am I
doing today?
18. ∙∙→ Speech technology & Workforce Optimisation solutions
Gamification
Give yourself a medal ... Leader Boards and Rewards
19. ∙∙→ Speech technology & Workforce Optimisation solutions
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
20. ∙∙→ Speech technology & Workforce Optimisation solutions
“Give the people what they want”
FLEXIBLE SHIFT
OPTIONS
VISIBILITY AND
MOBILITY
INSTANT
DECISIONS
SELF
SCHEDULING
ACCESS TO
PERFORMANCE
GAMIFICATION