If your workforce management leaves a lot to be desired, chances are good you're using an older platform that may not be reflecting today's contact center or help desk workforce reality. While companies are still looking to provide the most accurate information in the right channels at the right time, the way to do it has changed in recent years thanks to digital transformation (as have customer expectations), so it makes sense that the workforce management solution needs to evolve to keep up with the digital workplace. What is "Digital Transformation" in WFM? While the term gets used a lot, digital transformation will mean different things to different enterprise functions. Customers are increasingly looking for helps and answers on social platforms like Facebook (News - Alert) and Twitter, which means that agents are spending more time in these apps.
As industries journey towards the Fourth Industrial Revolution, where people and robots will work together seamlessly, it's becoming more important than ever for organisations to integrate artificial intelligence (AI), robotics and the internet of things (IoT) into their digital game plan. However, much like policy makers, business leaders are struggling to keep up with these advancements. They're failing to leverage technology in areas such as human resources, payroll and workforce management. According to Deloitte's Human Capital Trends Report 2018, almost 95% of organisations worldwide don't know how to manage their workforce effectively. It's a confronting statistic and it's one Jarrod McGrath, founder and CEO of strategic workforce management consultancy Smart WFM, has set out to change.
Sister Paul Marie Buley, Rivier's president, says the center will create partnerships with the region's health care providers at a time when the opioid epidemic has strained an already overloaded medical and behavioral health workforce. The school has been awarded a $1 million federal grant to expand the behavioral health workforce in rural areas.
While Artificial Intelligence and automation technologies is still nascent, the building blocks exist to suggest that Machine Learning could ease the burden of complex analysis, surface insights and trigger actions on behalf of managers. Workforce management is essentially the art and science of managing people in order to have a productive workforce. While there is a lot of science and methodology around this domain, with many current modern methods evolving from the foundational scientific management techniques propounded by Taylor over a century ago, it still requires the fine art of understanding an individual's capabilities and balancing human expectations to get the most out of people. Traditionally, in high empathy countries like India, this has largely been the responsibility of the manager, who balances an organisation's needs with individual wants and abilities. In short, the manager decides who needs to do what, when and where.
Machine learning has begun to transform the world as we know it. Everywhere around you, you are'connected' to something. Now with Google Echo and Alexa, you are'connected' even when you are relaxing on your couch. An average person is connected to at least 3 devices and multiple accounts through them, at any given time. This network of connectivity is denser than ever and is doubling every year.