BUSINESS INSIGHTS
block and split-shift scheduling , availability points and seat limits , among others .
Best practice # 6 : Employees should manage their own schedules and performance
Businesses should allow employees the flexibility to manage their schedules in ways that most benefit their lives outside of work . Employees managing their performance further promotes autonomy . In the contact centre , an intelligent automation system can help to meticulously orchestrate that employee autonomy and link it to HR systems . As a result , employees have the power to map out their schedules with pre-approval capabilities , ensuring these changes benefit net staffing and that time is precisely tracked for HR systems . What ’ s more , communications are customised by audience type to encourage employees to self improve without the need for a faceto-face contact with HR managers and fellow employees .
Best practice # 7 : Intraday tools should be leveraged to respond to changing conditions in real-time
Supervisors can stay on top of changing conditions with intuitive intraday change management tools . Consistency in processes and policies is crucial , and both individuals and teams should adhere to common goals , regardless of location . A comprehensive workforce management solution should monitor all channels and provide transparency to service levels and performance .
Managing hybrid workforce successfully
The rise of remote and hybrid work has opened a world of possibilities for both employers and employees . Companies can now offer their staff unparalleled flexibility , while also enjoying notable benefits such as reduced real estate costs , lower labour expenses , improved employee retention rates and compliance with local or national regulations . By following these seven recommended practices , contact centres can successfully manage their remote or hybrid workforce and drive engagement while effectively forecasting and scheduling . x
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