Flexible, cloud-based solutions key to workforce optimisation


With the increasingly urgent need to make their workforces more productive, technology is often touted as a powerful enabler of greater efficiency and improved employee morale. While this is certainly true, this can only be effectively achieved if workers have access to tools that are optimised to the specific needs of the business and the people within it, and if these tools embrace the flexibility that modern business demands.

Every business faces its own specific challenges and there will never be a one-size-fits-all solution when it comes to optimising the impact of the workforce through technology. Instead, businesses should implement technology that reflects the agile nature of modern business, and be adaptable to the unique pressures that each sector faces.

Technology now automates and streamlines cumbersome processes and tasks. Alongside this, customers are more demanding than ever before, and the increasingly mobile nature of our world means that organisations frequently need to cater to the needs of remote workers. Taking this into consideration, workforce optimisation technology that is inflexible to this range of needs is likely to do more harm than good, and will have a detrimental impact on staff morale as a result.

Workforce management solutions, therefore, need to incorporate many features that leverage the latest technologies, such as applications that can keep tabs on employee schedules wherever they are, or analytics capabilities that enable workers to quickly see how they can better serve the needs of their customers.

Making the most of cloud technology is instrumental to the creation of a high-performing workforce optimisation system. By moving away from on-premise solutions, businesses can rapidly achieve that much-needed flexibility.

Keeping infrastructure and applications in-house undoubtedly still holds appeal for some organisations, and it often makes sense to keep certain elements of a company’s IT estate – such as sensitive customer data – a little closer to home. However, adopting cloud-based workforce optimisation technology can be hugely beneficial in increasing the agility and efficiency of this crucial area of the business.

Operating this from the cloud brings flexibility by enabling the software to be accessed anywhere and on both desktop and mobile devices. Updates to the software can also be applied as and when they are made available, meaning staff can quickly access new features that will further boost their productivity.

Key to the success of any business is its people, especially when it comes to building and maintaining strong relationships with customers. For employees to be able to do this, they need to have the technology at their disposal to do their jobs in a way that is unhindered by time-consuming admin work or outdated processes. Cloud has the power to play a defining role in this area.

To learn more about our rich set of cloud workforce management capabilities click here.

Colin Whelan

Colin Whelan has been a part of the Customer Contact Industry for the last 25 years, leading and supporting the UK & Ireland communities as a thought leader in resource planning, Back Office Optimization and Data, Analytics and Insight. Working for Companies including Barclays Bank, First Choice Holidays and Barclaycard, before joining Aspect as a Senior Solutions Consultant he was the Head of professionalism for the Forum, where he was instrumental in the development of the world’s first accredited University qualifications for the customer contact industry, along with standards in reporting, targeting and the use of intelligence. This career committed to developing and sharing best practice was recognised in April 2015 when the Forum Community gave Colin it’s “Industry Hero” award, “Over the past 7 years Colin has been a key figure within our community, committed to improving professionalism, making a huge contribution to the body of best practice in areas such as data analysis, back office planning and forecasting methodology. He embodies passion and enthusiasm for our profession.”