Workforce management (WFM) has become a hot topic in the past few years, as businesses and enterprises recognize the need to meet the demands of work with their available resources and satisfy business objectives in a cost effective and efficient manner. Often, WFM hinges on pairing employee skills and specialties with specific tasks, ultimately to determine the amount of labor and types of labor required for finishing tasks throughout the day.
Workforce management falls under the umbrella of human resource management and often includes planning, scheduling, mobilizing, supervising, time and attendance tracking, and much more. It becomes even more complex for operations that employ a mobile workforce or remote workers. With the advent of a boom in the mobile workforce, companies are facing tough decisions about BYOD policies, talent management, and time tracking, to name a few.
We understand the complexities of WFM, and mobile WFM, and we want to help you navigate yours more successfully. That’s why we have rounded up our top workforce management tips and resources from around the Internet. We want you to have as much authoritative information about as possible so that you can strategize and implement the WFM solution that is best for your organization. Our top tips and resources come from industry experts, thought leaders, and others who deal with the triumphs and challenges of WFM every day. Please note, that while we have listed our best tips and resources below in no particular order, we have included a table of contents so that you can jump to the resources types that most interest you.
Articles and Blog Posts
A large part of workforce management involves IT, and CIO.com is a trusted source for tips for IT professionals. Sharon Florentine, senior writer at CIO.com, explored the ways in which businesses designed their WFM strategies for 2015. She shares the seven issues that were slated to impact the IT side of workforce management in 2015, and they’re worth reviewing as organizations look ahead to WFM strategies for 2016.
Three tips we like from 7 Workforce Management Trends That Will Impact IT in 2015:
- View employees as assets, rather than as cost centers
- Focus on talent retention and career development as the workforce shifts from baby boomers to Gen Xers and millennials
- Be ready for wearable technologies to impact the workplace
TMCnet contributing editor Tracey E. Schelmetic penned this Workforce Management featured article in early 2015. She analyzes the ways in which WFM assists SMBs, especially when it comes to compliance, proper staffing levels, and juggling part-time employees’ schedules.
Three tips we like from The New Face of Workforce Management for 2015:
- Contact centers that are not using a WFM solution should consider doing so to ensure proper staffing levels and avoid long hold times
- WFM solutions help organizations of all sizes to comply with regulations at the national, state, municipal, and individual union levels
- Flexible scheduling will be imperative to keeping Generation X and millennial employees happy, as it allows for a work-life balance
Glenn Booth, marketing consultant at Booth Marketing with more than 30 years in electrical and software engineering and technical marketing, wrote this article specifically for utilities. He focuses on the need for utility companies to mobilize the field workforce and outlines the consideration they need to make when they evaluate a mobile workforce solution.
Three tips we like from 8 Considerations When Evaluating Utility Mobile Workforce Management Software Solutions:
- Be sure your solution is flexible and compatible with the way in which your field workforce works
- Security is a crucial component of mobile workforce software solutions
- Ensure that your mobile workforce solution automates the work order process and is customizable
A provider of smart cybersecurity, Webroot recognizes that mobile workforce management (MWFM) carries several challenges, including protecting valuable company data and securing employees’ devices. They offer several productivity tips and solutions for MFWM, along with suggestions for protecting devices when employees use WiFi hotspots.
Three tips we like from Mobile Workforce Management: Productivity Tips and Solutions:
- Remote workers should consider locations carefully when choosing a temporary mobile office space, such as a coffee shop, public space, or hotel, because of slow connection speeds and noisy environments
- Use advanced threat protection on all devices
- Consider removing all sensitive company information and store it in a remote cloud-based location
Field Service News is a leading magazine dedicated to the field service industry. Alan McNamara of Ultan Technologies highlights key considerations for organizations looking to implement mobile workforce technology in his article for Field Service News. Mobile workforce management is a large component of WFM, as companies employ more mobile and remote workers today than ever before.
Three tips we like from Top 10 Implementation Tasks For a Mobile Workforce Management System:
- Simplify the integration process by making incremental improvements in productivity early on and then automating manual steps later
- Evaluate your company forms, especially for work orders and on-site reporting, and make them as simple and easy to use as possible
- Consider giving clients access to the back-end of your MWFM system
Principal at Azmose LLC, Michael Cleary explains in this LinkedIn Pulse article that mobile workforce management is critical for organizations that perform field services because they must find ways to “continuously improve efficiency.” He also points out that now is the best time to invest in MWFM because technology providers are including features and capabilities in their solutions that drive efficient field operations, while smartphones and mobile devices are more capable than ever before of helping users utilize those features.
Three tips we like from 7 Key Benefits of a Mobile Workforce Management Solution (MWFM):
- Take advantage of the unprecedented real-time visibility into field workers’ daily activities
- Expect productivity of workers to increase after implementing the right MWFM that eliminates the inefficiencies associated with paper-based processes
- Strive to increase first-time fix rates and one-time visits with your MWFM solution
FCW shares “news, events, and insight on the business of federal technology.” In this FCW article, Colby Hochmuth examines the challenge associated with building a more mobile workforce that “serves agencies’ missions and meets their security requirements.” Hochmuth points to the Agriculture Department as being a leader in implementing a successful enterprise mobility management solution.
Three tips we like from Managing the Mobile Workforce:
- Stop thinking about MWFM as “something nice to have” and look at is as a “business imperative”
- Keep in mind that “mobility solutions are not one-size-fits-all”
- Make two-factor authentication a goal of your MWFM strategy
Anish Rajparia, president of major account services at ADP, is a contributor at Entrepreneur magazine. In his January 2015 article, Rajparia references a recent ADP Research Institute study that found 54% of midsize-business owners characterize managing their employees as a daily concern. He wonders whether executives know all of the direct and indirect costs of managing their employees.
Three tips we like from 3 Keys to Examining One of the Most Overlooked Business Costs: Workforce Management:
- Find the total cost of ownership (TCO) by following the five pillar rule, or the five aspects of human capital management (HCM): payroll, employee benefits administration, talent management, human resources administration, and time and labor management
- Conduct a formal cost analysis across all five pillars
- Use the visibility gained by WFM to measurement to truly understand the cost of HCM
Sales and marketing manager at Weever Apps Inc., Andy Pritchard offers three tips for successfully deploying a mobile workforce management solution in this LinkedIn Pulse article. Pritchard explains that while 2/3 of North American companies now have a mobile workforce, many have not yet gone mobile.
Three tips we like from 3 Tips to Ensure a Successful Mobile Workforce Management Deployment:
- Invite company stakeholders to a brainstorming session to identify problems and discuss opportunities like WFM that will benefit your company
- Determine whether a custom mobile development firm, mobile platform developer, or enterprise platform company would be the best fit for your company
- Consider taking a phased approach to a MWFM solution to prioritize workflows and get the largest impact with the least effort
HR magazine was named Towers Watson’s HR publication of the year two times, for its breaking news, blogs, forums, research, and strategic information. In his HR magazine article, Marcello Sambartolo, UK marketing manager at WorkForce Software, begins by informing readers that the Human Capital Management Institute determined that 70% of an organization’s total operating costs have risen every year since 2005; those costs include the sum of employee salaries, hourly wages, overtime, and indirect compensation. More telling is the news that only 1.5% to 3% of spending on enterprise software solutions goes toward workforce management. Companies need to unlock the potential of comprehensive WFM if they are going to improve business performance.
Three tips we like from The Advantages of Workforce Management:
- Workforce management spending should be a top priority
- Automate your WFM in order to improve employee satisfaction and morale
- Optimize your workforce efficiency to improve customer satisfaction
Inc. is a resource for anything you need to know for starting and growing your business. In her article for Inc., Minda Zetlin, co-author of The Geek Gap and business and technology author and journalist, considers the ways in which organizations can protect their data as their workforces become mobile.
Three tips we like from 5 Tips for Managing Employees in a Post-PC Era:
- Accept that your workforce wants to be mobile and will prefer to use their own devices to do their jobs
- Develop a bring your own device (BYOD) policy
- Be proactive and require a stipulation in your BYOD policy allowing for the ability to remotely wipe all data off a stolen or lost mobile device
One of the largest mobile expense management firms in the United States, Mobile Solutions offers this article from COO Dennis Doyel. With an eye to the more than 3.3 million employees who work remotely, Doyel admits that it can be extremely challenging to managing the mobile workforce. He points to creative approaches to mobile workforce management that ultimately result in a more agile and skilled workforce for companies looking to meet their future business demands.
Three tips we like from Think Managing Your Mobile Workforce Is Hard? You’re Right – But Here’s Help:
- Help mobile and remote workers feel connected to the company as much as possible by connecting their activities and projects back to the company’s future plans and success
- Operate in the cloud and allow employees to utilize cloud storage and cloud-based tools for greater productivity levels
- Communicate roles, responsibilities, expectations, and deadlines as clearly as possible
A leading supplier of time and attendance and workforce management solutions, Synerion knows a thing or two about WFM. Tips for Managing a Modern Mobile Workforce, a Synerion blog post, offers strategies for better managing a mobile workforce, even when managers find it difficult to connect with employees.
Three tips we like from Tips for Managing a Modern Mobile Workforce:
- Discuss metrics and goals with employees and then track them with a workforce management system
- Increase employee satisfaction with cloud-based collaboration systems and online meeting programs
- Connect and engage with remote and mobile workers often as possible
While it is easy to understand why today’s employees prefer to be part of a mobile workforce, it is even easier to understand why managing that mobile workforce is so challenging. A successful mobile workforce management strategy maximizes efficiency and productivity.
Three tips we like from Five Tips for Managing a Mobile Workforce:
- Be aware of the latest WFM applications that boost productivity, reduce business costs, and improve responsiveness
- Communicate regularly with all employees
- Set goals that hinge on quantifiable results
Jive Software is a leading provider of modern communication and collaboration solutions for business. Their mobile workforce management blog post, 6 Tips for Engaging the New Mobile Workforce, stresses the point that companies need to embrace the advent of mobile because now consumer apps inspire workplace innovations.
Three tips we like from 6 Tips for Engaging the New Mobile Workforce:
- Understand that mobile is creating “an entirely new way of working”
- Remember that millennials expect to be able to use technology effectively, but 35% of workers claim their companies do not provide the necessary tools for them to work from anywhere, any time
- Be prepared for the cultural shift that will occur when you develop a mobile infrastructure
Director and co-owner of CloudStuff and SignalsIT, Pete Emslie offers his workforce management tips in this LinkedIn Pulse article. He emphasizes the point that businesses much understand “exactly how they should be managing this new breed of workers that barely see the inside of an office,” because the mobile workforce is booming.
Three tips we like from Mobile Workforce Management Tips:
- Remain connected with mobile and remote workers at all times
- Stay on top of innovative technology, especially applications that deliver fast, efficient communication
- Adapt management styles to support teamwork, productivity, and creativity, rather than attempting to micromanage
In his article for HRlab.com, Micah Fairchild addresses the fact that companies are feeling the pressure to implement effective mobile workforce management software solutions. He makes reference to the fact that 53% of organizations already use a form of MWFM software in their operations and the trend is stretching around the globe.
Three tips we like from 5 Must-Haves for a Mobile Workforce Management Software Solution:
- Being able to manage mobile schedules is a top priority, so consider schedule optimization solutions
- Be sure your MWFM solution can handle multiple job types, work orders, and scenarios
- Have your workforce management expectations in mind when selecting a MWFM solution
Business 2 Community is a trusted resource for breaking news and trends involving social media, digital marketing, content marketing, social selling, and more. John Cameron, general manager of Trimble Field Service Management, shares his tips for workforce management in this article for Business to Community. He also explores the ways in which knowledge management and advanced analytics are changing field service organization operations.
Three tips we like from 7 Key Strategies Impacting the Mobile Workforce:
- Be prepared for field workers to use mobile apps to share data and ease their workloads
- Keep in mind that the new generation of field service workers have much greater proficiency with mobile tools and apps and a better understanding of the importance of the cloud and other innovative work solutions
- Make use of Big Data to improve services and operations, identify patters, and conduct more strategic business and workforce management planning
Microsoft Government highlights public sector issues, insights, and innovations for all levels of policymakers around the globe. Susie Adams, CTO of Microsoft Federal, presents her tips for government agencies’ workforce management in her article, Managing a Mobile Workforce: Think Data, Not Just Devices. She explains that the boom in mobile is forcing government agencies to adapt their workforce management policies.
Three tips we like from Managing a Mobile Workforce: Think Data, Not Just Devices:
- Be ready to tackle the challenges associated with balancing a productive, mobile workforce with security protocols necessary for accessing agency data on new devices and remote-access technologies
- Consider “delivering a unified application and device management environment, both on-premises and in the cloud,” to provide consistent access for the mobile workforce
- Be willing to compromise to balance the goals of business groups, information security policies, and employee productivity and needs
Workforce magazine focuses on HR topics, and workforce management has become a critical HR component. In this article, Michelle Rafter stresses the importance of collaboration and constant communication for successful mobile workforce management.
Three tips we like from Tips for Managing Mobile Workers:
- Schedule regular communication and collaboration events, whether it is a conference call, video chat, or other form
- Onboard mobile and remote workers at company headquarters first, when possible, to get to know one another and develop a sense of community
- Ask probing questions when communicating with remote and mobile workers to get a real feel for how they are doing
Telogis is an award-winning, cloud-based connected vehicle software platform. For many field service companies, fleet management is a crucial piece of their workforce management. This Telogis blog post reminds enterprises that they need to look beyond fuel savings when determining fleet management ROI.
Three tips we like from Fleet Management ROI – Look Beyond Fuel Savings:
- Consider integrating fuel card data with telematics as part of your fleet management strategy
- Place field supervisors on site for more than 5.5 hours per any given shift
- Determine which asset are being underutilized and deploy them in an efficient manner
Unicorn HRO offers integrated, flexible, powerful HR solutions. Their article, Five Secrets of Efficient Workforce Management – Tips to Remember, reminds readers that workforce management entails taking the necessary steps for maximizing employee potential. The article includes tips for improving workforce management, no matter your industry.
Three tips we like from Five Secrets of Efficient Workforce Management – Tips to Remember:
- The first step of implementing workforce management should be gathering and analyzing data to determine your company’s strengths and challenges and then develop a workforce management strategy to address those challenges and enhance those strengths
- Employee satisfaction is an important factor in workforce management
- Adapt your workforce management strategy as needed and make sure that it is flexible from the start
BusinessBee.com makes business management and operations, including workforce management, their business. They offer tips for efficiently managing employees to help companies more successfully run their companies and conduct effective workforce management.
Three tips we like from Workforce Management: 5 Tips to Efficiently Manage Your Employees:
- Create an atmosphere of satisfaction by carefully considering which benefits to offer employees
- Use cutting-edge technology and software and make it available and accessible to employees
- Set attainable goals for employees and adapt as the business market landscape changes
Paychex provides payroll, HR, and benefit services. Their article, How Can a Time and Attendance System Improve Your Workforce Management?, details the ways in which automated time and attendance systems save companies time and give managers more freedom to access data for making better workforce-related decisions.
Three tips we like from How Can a Time and Attendance System Improve Your Workforce Management?:
- Utilize automated time and attendance solutions to increase efficiency, meet production goals, and manage costs by matching scheduling to workload projections
- One of the best ways to ensure compliance with scheduling requirements is to use time and attendance software
- Increase employee satisfaction by offering staff enough hours for maximizing their income yet accommodating requests for vacation and time off
Joyce Tam is a product marketing strategist for Trimble Field Service Management. In her article for Intelligent Utility, Tam examines the difficulties fleet managers face in making strategic changes due to the amount of time they spend tracking and maintaining field vehicles and scheduling technicians. She explains that the best answer for fleet management and overall workforce management is implementing a workforce management software solution that includes in-vehicle devices and mobile workers’ handheld devices.
Three tips we like from Three Critical Steps to Greater Mobile Workforce Efficiency:
- Utilize valuable insights from delivery time stamps, time spent at each site, routing records, and daily logs to improve operations
- Optimize routing with location technology, 3D mapping, geolocation, and telematics
- Use your workforce management system to get real-time visibility into the schedules and activities of mobile workers
Jen Miller penned this featured article for ComputerWorld to offer tips for deploying tablets to your mobile workforce. She suggests that the process involves asking the people who will be using them, which hints at a larger workforce management practice of involving stakeholders while making workforce management decisions.
Three tips we like from How to Deploy Tablets To Your Mobile Workforce:
- Involve end users in workforce management tool selection
- Encourage collaboration between teams when implementing workforce management strategies
- Roll out new portions of workforce management in creative ways to increase employee buy-in
Cost: FREE with email registration
eBooks and White Papers
Field Technologies provides information on technologies that optimize mobile workers, service, and assets. Their mobile workforce management eBook, 10 Things to Consider In Your Mobile Workforce Management Strategy, explains that a workforce management strategy impacts several areas, so it is important that you make the necessary considerations before implementing workforce management.
Three tips we like from 10 Things to Consider In Your Mobile Workforce Management Strategy:
- Do not expect to implement a workforce management strategy overnight
- Consider implementing workforce management over time
- After implementing a workforce management strategy, consistently analyze data and reevaluate company goals and adapt your workforce management strategy as needed
Cost: FREE with email registration
Field Service is dedicating to supporting the service industry. Their workforce management eBook, Working Smarter & Working Faster, examines how mobile workforce management “changes the game for SMBs.” The eBook centers on how SMBs implement workforce management solutions that result in increasing field productivity, reducing cost, and improving employee engagement.
Three tips we like from Working Smarter & Working Faster:
- A successful mobile workforce management strategy includes supporting employees who work in the field
- Have a repair service available for emergencies
- Put a dispatch or support team in place to communicate with field service employees and ensure dispatch agents have a basic understanding of what the field agents do so they are better able to support them
Asure Software provides on-demand workplace, resource management solutions, as well as time and labor solutions, to help companies run cost-effective operations. Maximising Today’s Mobile Workforce is Asure’s workforce management eBook, and it explores how the “mobile work revolution” has impacted organizations’ mobile workforce functions globally.
- It is key to maximize employee productivity, regardless of where they work
- Companies need to balance operational efficiencies and cost savings with maximized mobile workforce value
- Mobile workforce management tools are essential to supporting a mobile workforce
Cost: FREE with email registration
Passport Corporation delivers intelligent software solutions for mobile workforce management, with the goal of enhancing the productivity of front-line employees, the accuracy of information, and the accountability of operations. Their workforce management white paper, Mobile Solutions for Front-Line Workforce Management, examines how mobile workforce management solutions streamline inefficient processes and increase visibility across the enterprise.
Three tips we like from Mobile Solutions for Front-Line Workforce Management:
- Companies must have real-time visibility into labor and production across the workforce for efficient resource management, accurate job costing, timely billing, and streamlined payroll
- Extend automation to mobile workers in order to increase productivity and accountability and control labor costs
- Labor, work order, and job costing information all play a role in effective mobile workforce management
As a leader in field service management, both in the cloud and on premises, we at ClickSoftware understand that companies must choose the right mobile workforce management solution for their business goals and circumstances. That’s why we shared eight critical considerations for choosing the right model in our workforce management white paper, Two Roads to Mobile Workforce Management: Choosing Between On-Premises and Cloud Delivery.
Three tips we like from Two Roads to Mobile Workforce Management: Choosing Between On-Premises and Cloud Delivery:
- Companies need to take the technical market drivers and strategic considerations into account when deciding to choose a cloud or on-premises workforce management solution
- Automate workforce planning and optimize scheduling, appointment booking, work-order management, crew and contractor management, and demand forecasting as part of your workforce management strategy
- Examine both the benefits and potential limitations of cloud and on-premises workforce management solutions before making a decision
The Aberdeen Group is a leader in bringing together Big Data and content marketing services. They provide fact-based research, and their workforce management white paper, Workforce Management: Controlling Costs, Delivering Results, stresses the need for organizations to balance efficient, cost-effective operations with the necessary agility and flexibility for meeting customer and employee needs. They specifically consider how workforce management solutions enable organizations to efficiently manage customer demand, empower managers and employees, and engage and retain key talent.
Three tips we like from Workforce Management: Controlling Costs, Delivering Results:
- Companies should make use of HR and workforce data to make better operational decisions
- Small organizations should consider implementing a workforce management solution because of the complex challenges in operating at peak efficiency and meeting customer and employee expectations
- Use an automated workforce management solution to make data-driven decisions
Aspect Software is a leading provider of fully-integrated customer interaction management, workforce optimization, back-office, and cloud solutions. Their workforce management white paper, From Workforce Management to Workforce Productivity, explores how workforce productivity solutions and practices transform contact centers.
Three tips we like from From Workforce Management to Workforce Productivity:
- Contact centers are critical to customer satisfaction, so companies need to include them in workforce management strategies
- Effective workforce management for contact centers must take established business goals and metrics, including agent profitability, into account
- Communicate with contact center agents quickly and constructively when their performance falls outside productivity parameters
Our workforce management infographic, The Power of Mobile, examines how powerful mobile workforce management becomes when it is coupled with data. The answer lies in companies increasing data usability by allowing remote access to the company’s network via mobile devices.
Three tips we like from The Power of Mobile:
- Allow employees to use their personal mobile devices, to reduce training time and increase familiar usability
- Utilize GPS solutions for field mobility workers, in order to decrease downtime
- Consider a workforce management solution that is available in the cloud so that mobile workers have access to the network any time, anywhere
Qvidian offers cloud-based sales execution solutions to help sales and marketing leaders achieve success more quickly. In her Qvidian workforce management blog post, Karen Meyer explores “the rise of anytime, anywhere workers” and explains why mobility is key to workforce management. The infographic highlights the rise of the mobile workforce and its business implications.
Three tips we like from The Mobile Workforce & Why You Should Care:
- Allow employees to utilize apps, tables, and mobile devices to increase productivity
- Adapt to the booming mobile workforce and be prepared for employees using multiple apps, working from more than one device, and working in various locations
- Consider a corporate app store to deliver the apps your employees need to increase employee satisfaction and productivity
Calero Software combines people and technology to manage communications with solutions for enterprise mobility, telecom expense management, and more. Their workforce management blog includes a workforce management infographic that explores the various ways organizations can support their mobile workforce.
Three tips we like from Infographic: Supporting Your Mobile Workforce:
- Consider your IT department’s ability to support your mobile workforce
- Ensure that your Help Desk is equipped to handle service requests
- If your IT department does not have time to handle service requests plus your systems and processes, consider outsourcing mobile technical support
David Younger, CEO of The Service Manager, is a field service industry expert with more than 25 years experience working with field service business owners. Younger explains in his article and infographic that mobile workforce management is setting trends and transforming companies worldwide.
Three tips we like from 8 Mobile Workforce Management Trends in 2015:
- Companies can rely on a mobile workforce management solution to help ensure they meet regulations and compliance requirements
- Be prepared for even larger jumps in mobile workforce management solutions by 2018
- Enact BYOD policies to meet the increased demand for technology and employee expectations
Yast is a software company building easy to use software for time tracking. Their blog featured a mobile workforce management infographic, The World’s Mobile Workforce, which provides insight into the world’s mobile workforce. Knowing the mobile workforce makes it easier to mange the mobile workforce.
Three tips we like from The World’s Mobile Workforce:
- Implement policies and strategies that accommodate the more than 212 million global mobile workers
- Know the demographics of mobile workers to better meet their expectations and increase employee satisfaction
- Determine whether mobile workers will be permitted to use their personal devices
AssetWorks provides business solutions that help asset-intensive and infrastructure-intensive organizations to control costs and streamline operations. They offer a mobile workforce management ROI infographic to help companies understand how a MWFM system can improve fleet management operations, and their information points to the several benefits of implementing a mobile workforce solution.
Three tips we like from Infographic: Mobile Workforce Management ROI Guide:
- Consider the time savings you will afford to field operators by implementing a mobile workforce management solution
- Monitor driver behavior and closest vehicle routing to reduce fuel costs
- Analyze the ways in which fleet management results in increased office staff efficiency
A global leader in information security, Gemalto (formerly SafeNet) aims to protect critical business data through a variety of encryption technologies. Their mobile infographic explains that enterprise data becomes just as mobile as the workers who use it, causing challenges associated with protecting it.
Three tips we like from Remote Access Authentication for a Mobile Workforce Infographic:
- Adapt a flexible, mobile, and remote work model to gain a competitive advantage over one that requires traditional on-premises week days
- Utilize A4 Authentication so employees have the ability to access any application, from any device, at any assurance level, anywhere
- Encourage your workforce to be more engaged by working outside of the office
We at ClickSoftware know just how important superior customer experience is to a successful business. That’s why we advocate for cloud-based mobile workforce management solutions: they offer the agility companies need to achieve such great customer experience. Our presentation, Top 3 Reasons Your Mobile Workforce Management System Should be on the Cloud, offers insight into achieving better customer experience through mobile workforce management.
Three tips we like from Top 3 Reasons Your Mobile Workforce Management System Should be on the Cloud:
- Consider a cloud-based solution to enable you to communicate in real time with field techs to deliver better customer service
- Reduce the risk of trying new apps with a cloud-based solution
- Make data from multiple sources available to field technicians with a cloud-based WFM solution
Metro Offices provides workspace solutions for any work style, so they understand the culture and requirements of a mobile workforce. Their resource on SlideShare, Mobile Workforce Management 101, presents their eBook and covers all of the essential information about the topic.
Three tips we like from Mobile Workforce Management 101:
- Give mobile workers the opportunity to balance challenging tasks with rote tasks requiring minimal thinking by assigning them major tasks for each shift that still allow space for minor busywork
- Allow for the mental breaks and mood boosts provided by social media, and avoid banning social media sites like Facebook and Twitter
- Factor four metrics into productivity statistics, rather than simply relying on time tracking: quantity of work, deadline management, customer satisfaction, and quality of work
Apperian and VDC Research teamed up to produce this resource with the goal of presenting the impact BYOD has on IT organizations. In the presentation available on SlideShare, Apperian and VDC analyze the complexities and opportunities that come about from mobilizing the workforce.
Three tips we like from Got BYOD? Expand Your Mobile Workforce with App-Level Security and Lifecycle Management:
- Consider an enterprise-grade solution that secures mobile applications and manages the application lifecycle
- Determine whether the opportunities and benefits of a mobile workforce align with your company goals and objectives
- Find a balance between secure mobile devices and a satisfactory user experience
Videos and Webinars
Workforce Management Software Trends and Advice is a video featuring Chuck Schaeffer, CEO of Vantive Media, and Cary Schuler, CEO of cfactor. Schaeffer and Schuler discuss how workforce management software can empower traditional HR practices, how social media influences and adds value to HR software solutions, and how SaaS and cloud make it easier for SMBs to deploy workforce management systems.
Three tips we like from Workforce Management Software Trends and Advice:
- Employ a phased or incremental approach to workforce management adoption
- Adopt solutions to address your top priorities and business goals first and expand to more features and solutions later
- Involve various departments and stakeholders in choosing the right solution for your organization
Avnet delivers products, services, and solutions to companies that build, sell, and use technology. In this video available on YouTube, Avnet CIO Steve Phillips explains that security is crucial in today’s booming era of the mobile workforce.
Three tips we like from Tech Trends: Five Tips for a More Secure Mobile Workforce:
- If it has a screen, it should have a password; this is true for every device, every time
- Keep other account passwords off your devices
- Keep critical device off the devices as much as possible
CRMXchange seeks to help you enhance the customer experience. And, customer experience goes hand-in-hand with workforce management. CRMXchange’s video, available on YouTube, addresses how to meet service level expectations while controlling costs and offers seven tips for providing good workforce management.
Three tips we like from Providing Good Workforce Management: 7 Tips:
- Effectively design WFM to meet customer expectations and control costs
- Don’t rely completely on technology for managing your workforce
- Foster communications within and between departments
ISC Consultants is a full service consulting and software development firm that specializes in supporting contact and call centers. They offer a video, Not Just for the Big Guys: The Basics of Call Center Workforce Management, on YouTube to help companies understand how WFM tools help call centers meet business goals.
Three tips we like from Not Just for the Big Guys: The Basics of Call Center Workforce Management:
- Schedule lunch and dinner breaks as well as breaks throughout the day
- Consider requests for time off to ensure employee satisfaction
- Spreadsheets and manual processes are not adequate for meeting customer service and employee expectations
We at ClickSoftware realize just how important mobile workforce management is to the future of utilities. And, we offer a recorded webinar featuring Roberta Bigliana of IDC Energy Insights and our own Mike Karlskind to examine the challenges utility companies face and how the most successful utilities utilize workforce management to address those challenges.
Three tips we like from Future of Utilities: Mobile Workforce Management:
- Utility companies need the right combination of resources and technology to succeed with WFM
- Smart meter deployments must play a part in utility MWFM
- Tomorrow’s most successful utility companies will be agile
Cost: FREE with email registration
Call Centre Help, an extremely popular contact centre magazine in the UK, offers a recorded webinar that centers on the myths surrounding workforce management. The webinar also provides insight to help viewers improve their WFM practices without requiring large sums of money or a great amount of disruptive change.
Three tips we like from Top 5 Workforce Management Myths:
- Dealing with overtime is a challenge, but it is not always bad for companies
- It is important to calculate the correct staffing requirements as part of WFM practices
- Don’t focus on daily or weekly service level metrics
Staffing Industry Analysts presents this webinar, sponsored by Fieldglass, that covers the techniques and processes involved in engaging workers and the business drivers influencing flexible labor in an organization’s workforce strategy. Webinar speakers include Jim Brozny of Fieldglass, Steve Silver of Kaiser Permanente, and Stephen Clancy of Staffing Industry Analysis.
Three tips we like from Future Workforce: Next Generation Workforce Management – August 2015:
- Organizations should rethink their workforce management strategies to incorporate a broad pool of external employees
- It is important to increase worker quality and control cost using total talent management
- WFM strategy should include new techniques for identifying, engaging, and retaining talent