5 Ways WFM Improves Customer Service
Implementing WorkforceHub's workforce management tools improves customer service by eliminating coverage gaps through schedule adherence, providing scheduling stability with flexible templates and multi-level management, increasing employee satisfaction via accommodating preferences and self-managed time cards, managing absences and overtime strategically to prevent service disruptions, and enabling managers to supervise mobile staff in real time for optimal staffing and responsiveness.
A customer service representative cannot effectively solve customer problems if they are preoccupied with their own HR concerns at work. There are many direct and indirect benefits to optimizing your timekeeping, scheduling, and payroll processes. Below are five ways implementing WorkforceHub can improve customer service at your company.
1. Eliminate Coverage Gaps
Customer service requires having enough associates available to provide timely service. Schedule adherence ensures adequate shift staffing and the flexibility to adapt to changing conditions as needed.
2. Scheduling Stability Lets Staff Focus on Customers
Flexible shift definitions and schedule templates with up to five organization levels make complicated schedules easy to manage. Multi-manager, multi-department, and multi-location capabilities allow for uncomplicated management of a few to hundreds of employees in any industry. Customizable job coding ensures that employees with the needed skills are serving your customers.
3. Happy Employees Deliver Better Service
Accommodating schedule preferences decreases staff turnover, which lifts the overall competence level of the department. Time card self-management allows staff members to focus on their work instead of seeking schedule, shift change approval, time card, and accrual information from HR.
4. Absence and Overtime Management
Accurately capturing and utilizing attendance history helps discover trends, set alerts for violations, automate time-off requests, and evaluate the overall effect of unscheduled absences. Schedules and notifications can be adjusted in minutes to accommodate findings. Strategic absence management ensures that customer service does not break down due to uncontrolled employee absences or unscheduled breaks.
5. Manager Supervision of Mobile Staff
Managers can monitor employee status in real time from anywhere, view remote staff levels, and check current clock-in/out and breaks. Filtering by department, manager, or location is possible. Managers can review, edit, and approve schedules and time cards on the go. By saving countless administrative hours each week with WorkforceHub, managers have more time to train staff members to provide better service.
Swipeclock offers WorkforceHub, a unified Human Resources portal designed to optimize the performance of supervisors, employees, and businesses. WorkforceHub includes features such as TimeWorksPlus, TimeSimplicity, and TimeWorks Mobile, as well as onboarding, benefits enrollment, performance reviews, and employee engagement tools. It is developed for busy employers who need to streamline scheduling, automate time and attendance tracking, maintain regulatory compliance, and decrease labor costs.
Related
Employee Scheduling Software for Small Business
WorkforceHub Scheduling is an employee scheduling software tailored for small businesses that streamlines creating compliant, strategic schedules with smart shift recommendations, automated conflict resolution, labor segmentation integration, and self-service features to enhance schedule adherence, shift swapping, and real-time notifications.
WorkforceHub Has Cost-Cutting Superpowers
WorkforceHub by Swipeclock helps business owners drastically cut labor costs and prevent wage theft through tools like biometric time clocks and schedule enforcement, thereby eliminating time theft methods such as buddy punching and unauthorized clock-ins/outs, ultimately saving money while boosting employee morale and productivity.
How Workforce Management Software Benefits Your Managers
Workforce management software like TimeWorksPlus and Swipeclock’s WorkforceHub enhances managers' effectiveness by enabling expanded employee oversight through mobile monitoring, speeding up accurate digital time card approvals, improving shift scheduling to ensure proper staffing, and facilitating better real-time communication and self-service HR workflows for employees.
Case Study: Credit Union
The case study details how Springfield Community Credit Union, a small not-for-profit financial institution with five branches, leveraged TimeSimplicity’s automated employee scheduling system to overcome inefficient manual scheduling, control labor costs, improve staff morale, ensure adequate branch coverage, integrate with payroll, minimize overtime, and maintain high-quality customer service amid rising operational expenses and growing membership.
Case Study: Hotel Workforce Management
A small 45-room ski resort hotel owner, facing competition from a large budget chain, gained a competitive edge by adopting WorkforceHub's TimeSimplicity scheduling and TimeWorksPlus attendance tools to reduce labor costs, streamline scheduling, accommodate employee preferences, and improve workforce management efficiency, enabling her to attract better staff and avoid hiring additional managers despite business growth.
How To Decrease Labor Costs With Automated Overtime Alerts
WorkforceHub from Swipeclock offers an affordable, cloud-based workforce management system with automated, customizable overtime alerts, employee self-service shift trades, and centralized timekeeping data to help businesses reduce labor costs, ensure compliance with labor regulations, and improve productivity and decision-making.