Organisational well-being, the changing and evolving roles of HR personnel and the shift in focus of companies being divided between customers and employees is affecting the way workforce management is conducted.
As per recent developments and predictions by industry leaders, this is all that you can expect to unfold over the next few quarters.
1. Empowering the middle managers
Organisations invest a lot of resources and capital enabling either their top management or their call center agents who actually handle most of the queries that customers come in with. The tier that acts as a liaison between the two, i.e. the middle management go unnoticed.
Organisations are likely to start developing a program driven by quality management software that will solely focus on building a middle management team that will help retain attractive talent. As executives join companies as agents and leave as managers, organisations are looking to retain them and develop their leadership skills further. This holds the potential to be beneficial to the organisation across levels and verticals.
2. Employee engagement
Organisations the world over take drastic measures to attract the best talent and deploy workforce management such that they can drive superior customer engagements, often at the cost of employee experiences, but this is changing.
More and more organisations are getting employee building experiences in a place that are leading to the employees feel more valued in the organisation. Needless to say this is boosting, employee productivity and as a result bettering the service delivered to customers. The shift in focus from customers to employees will become more apparent in the times to come, feels Joyce Maroney, senior director of customer experience and services marketing, Kronos.
3. Human resources to get more resourceful
Instead of employees meeting their human resources team only during a crisis, or the annual appraisal period, employee interactions with HR personnel shall get more strategic and frequent.
Thanks to the increasing adoption of quality management software, there will be an increased number of interactions between HR and employees. Since the software is set to do most of the heavy lifting of human resource functions, HR personnel will act as business partners in driving better business objectives.
4. Data analytics to be a catalyst of change
With workforce management software, employers and HR personnel have an accurate and efficient measurement and analysis of employee engagement, sentiment, and organisational performance. This is helping employers better understand what are the skills needed to build a better team and drive superior business outcomes.
Also, owing to the features and ease-of-use that such technology provides, employees are forthcoming with their views and opinions, which was not the case earlier. Data, more importantly, accurate data is leading to more transparency across organisations. And with IDC predicting that by 2020 1.7 metabytes of new information being created every second, the accuracy is only set to increase.
5. Building teams rather than individuals
Organisations often evaluate the performance of an individual rather than the performance of a team as a whole. However, with things changing, they are realising that the whole is greater than the sum of all its parts.
According to a CIO.com article, organisations are realising the potential that teamwork presents to further the goals of an organisation better. So, instead of solely focusing on developing the skills of an individual, they are looking to equip the team with a skill set that might result in them performing better and more efficiently.