The business advantages of cloud-based workforce management (WFM) software will only be fully realised if IT and business leaders 'break free from their heavily on-premise mindset’, according to Colin Whelan, Principle Solutions Consultant at Aspect.
"Given the crucial role that WFM plays in ensuring the smooth running of an organisation, it’s paramount that it can function in an agile manner," he stated.
“The prevalence of mobile devices and growing popularity of remote working has made WFM solutions a necessity to successfully manage staff working across different sites."
The most effective solutions, says Whelan, will incorporate features such as employee scheduling, analytics, reporting and enquiry resolution metrics in a way that caters to the needs of the flexible modern worker.
"Cloud has this flexibility at its heart but making its presence more widespread is about better extolling its virtues and making the financial benefits clear,” he added.
“Making the most of cloud from a WFM perspective is about being open to change and a willingness to embrace new ways of working from the top.
"If leaders are willing and able to do this, the added flexibility and agility that cloud can offer will filter down throughout the organisation, leading to greater employee engagement and, ultimately, improved customer satisfaction.”