I recently learnt that Gartner are retiring the term Workforce Optimisation and it made me consider what the term stands for and where the industry is heading.

Workforce Optimisation (WFO) covered the technology that impacts the people within call centres. It’s about integrating contact centre technologies to improve customer service and efficiency and involves automating processes, data visibility, compliance on legislation and solving business problems related to people.

At the Gartner IT Symposium, I was told that the team at Gartner are introducing a new quadrant, Workforce Engagement Management (WEM) which includes the technology to take account of the growing trend to take more care of staff within call centres. I’m delighted that our industry is taking seriously the need to put people first.

Here at QStory, we are so proud of the contribution we are making to workforce engagement and the disruptive technology we have developed to put people at the heart of the call centre and in fact, us at the heart of employee engagement.

Creating a better working environment is a huge area of change we are witnessing.  One key part of this is that staff need more flexibility.  QStory’s platform fully automates agent self-service offering dozens of activities that they can chose, giving them the flexibility they crave, releasing huge amounts of time-consuming admin work and still protects the customer service level.

I love how I can now find out what shift I am on from home if I have forgotten. It’s also really easy to swap shifts wherever I am with my colleagues and not have to annoy my manager for approval. Break and lunch reminders are also great as they come up on my watch so I do not have to monitor my schedule.

Staff member at CGI UK