We've all heard of the 'millennials'. But what does being a millennial mean in today's workforce and how can workforce management be just the trick to manage, engage, and empower this generation? Explore how WFM can help contact centres better engage and empower the younger generation of employees through: - self-service - mobility - gamification

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95% - A company’s
reputation matters
to me
70% - I want more
leisure time for my
private life
55% - I want flexible
working hours
43% - companies don’t
communicate with me through
my preferred channels
“Give the people what they want”
WFM Employee Engagement - why it matters

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David Evans
WFO Consultant
Business Systems UK Ltd.
WFM Employee Engagement - why it matters
Richard Abdy
Forecasting, Planning & MI expert
The Forum

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WFM and Engagement
WFM Traditional View
• From the business perspective
• Niche and prescriptive
WFM Current View
• Focus on Employees
• Key Driver for Engagement
• Provides ownership and
control to employees
versus

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Who exactly are the Gen Z and Y ?
According to the latest census half of the UK’s population is
under 40 years old:
24% Gen Z age group (0-19)
26% Gen Y age group (20-39)
Gen Y are also referred to as MILLENIALS*

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75% of workforce will consist of Millennials by 2025
46% of Contact Centre Workers aged below 30
21 % “How motivated do you feel by work?”
18-24 years old
Why Engagement is Important

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What do Millennials want from an Employer ?

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Millenials Believe in Life After Work

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“Give the people what they want”
FLEXIBLE SHIFT
OPTIONS
VISIBILITY AND
MOBILITY
INSTANT
DECISIONS
SELF
SCHEDULING
ACCESS TO
PERFORMANCE
GAMIFICATION

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POLL>
How much influence do the
employees have on shift patterns

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Flexible shift options
FIXED
SHIFTS
SPLIT
SHIFTS
FAIRNESS
FACTORS
MULTI
SKILLED
HOURLY
CONTRACTS
FLEXI
HOURSROTATING
PATTERNS
LIEU
TIME
HOME
WORKING
39% using
12% planning
*Forum 2016

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Visibility and mobility
 Employee Portal
 Web or Mobile
 Device Independent

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Poll Questions Placeholder :
POLL>
Are your employees able to
book absences via an
automated process?

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Visibility and mobility
 Instant Response for absence requests – Why wait?

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 Let employees take control , e.g. swap days off, activities
 One to one swaps or post to a shift trade board
Shift swaps
Can we swap please ?

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PREFERENCES
 I would prefer to work at certain times and days
 I would prefer to have Saturdays off
 I “MUST HAVE” next Friday off for a wedding
AVAILABILITY
 I can’t start work until after 9.30am
 I am not available to work in the evenings
 I am able to work until late on weekends
Self scheduling

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POLL>
Do employees have access to
their own performance on the
day in real time?

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Manage performance
 Access to own Performance
 Link to 3rd Party Applications for weighted
scorecard
How well am I
doing today?

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Gamification
Give yourself a medal ... Leader Boards and Rewards

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What does it mean for the business ?
 Reduction in Attrition
 Reduced Admin Overhead for Managers
 WFM tools for visibility of Teams and Performance
• Web Based team views
• Real Time Adherence for coaching

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“Give the people what they want”
FLEXIBLE SHIFT
OPTIONS
VISIBILITY AND
MOBILITY
INSTANT
DECISIONS
SELF
SCHEDULING
ACCESS TO
PERFORMANCE
GAMIFICATION

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Q &
A