In the past, many companies haven’t needed to worry all that much about gig or temporary employees. Often associated with industries that have wide swings in demand – such as transportation and delivery – gig (also known as short-term freelance) employees were once a rare and niche segment of the workforce.
Workforce Management Blog
Put yourself in the shoes of a C-level executive for a moment. It’s Wednesday morning and you want to know what the schedule for the contact center looks like for the next month. You call your workforce management (WFM) analyst into your office and ask him to pull up the schedule.
Looking forward into the next few years, it should come as no surprise that more workforces will be remote on a full-time basis. In fact, a recent study from MIT suggests that in the COVID era of employment, almost half of the working population in the United States is working remotely in some capacity.
In the world we live in today, an illness is a major cause for concern. Not only because of fears surrounding contagion and catching what others have, but also because companies are often facing other obstacles to the way they normally work.
Many contact centers use shift-bidding processes to empower agents and minimize schedule change requests because agents have the schedules they prefer. Automating the process can have the perception that each agent has the same chance of getting a good shift that fits their availability and preferences. Shift-bidding also promotes morale and takes stress off of agents while providing the contact center with accurate schedules that meet forecasts. Cloud-based workforce management solutions with automated shift-bidding features give companies a competitive edge, while giving employees more flexibility to maintain a healthy work-life balance.