wfm employee engagement - why it matters

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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


David EvansWFO ConsultantBusiness Systems UK Ltd.

WFM Employee Engagement - why it matters

Richard Abdy Forecasting, Planning & MI expert

The Forum


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


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*


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


What do Millennials want from an Employer ?


Millenials Believe in Life After Work



FLEXIBLE SHIFT OPTIONS

VISIBILITY AND MOBILITY

INSTANT DECISIONS

SELF SCHEDULING

ACCESS TO PERFORMANCE GAMIFICATION


POLL>How much influence do the

employees have on shift patterns


Flexible shift options

FIXED SHIFTS

SPLIT SHIFTS

FAIRNESS FACTORS

MULTISKILLED

HOURLYCONTRACTS

FLEXIHOURSROTATING

PATTERNS

LIEUTIME

HOMEWORKING

39% using12% planning

*Forum 2016


Visibility and mobility

Employee Portal Web or Mobile Device Independent


Poll Questions Placeholder :

POLL>Are your employees able to

book absences via an automated process?


Visibility and mobility

Instant Response for absence requests – Why wait?


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 ?


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


POLL>Do employees have access to their own performance on the

day in real time?


Manage performance

Access to own Performance

Link to 3rd Party Applications for weighted scorecard

How well am I doing today?


Gamification

Give yourself a medal ... Leader Boards and Rewards


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



FLEXIBLE SHIFT OPTIONS

VISIBILITY AND MOBILITY

INSTANT DECISIONS

SELF SCHEDULING

ACCESS TO PERFORMANCE GAMIFICATION


Q &A

wfm employee engagement - why it matters

Technology