Once the workforce has been hired it then needs to be managed and deployed.
According to Gartner, this component of an HCMS should include the following
functionality:
- Assignment/scheduling
- Work planning/forecasting
- Team management
- Competency
tracking/data collection
Real-world solutions also generally include time and labor (sometimes known as time
and attendance systems) and potentially payroll functions. In total then, real-world
solutions typically contain the following components:
- Assignment/scheduling
- Demand planning/forecasting
- Budgeting
and payroll calculation
- Skill gap analysis/competency tracking
- Development,
credentialing and remedial training
- Recognition and reward systems
- Time
and Labor
Workforce Management solutions were historically referred to as Employee Relationship
Management solutions by some analysts, though this term is no longer used.
Interestingly, the term ‘workforce management software’ has been used historically,
by different analysts, to signify different types of software. Specifically,
Gartner, Datamonitor, and AMR Research have used the term ‘workforce management
software’ to designate both ‘call center workforce management software’ and
Workforce Management as defined above.
Aberdeen and IDC have used the term workforce management software to designate both
Workforce Acquisition (aka Talent Management) and Workforce Management software as defined
above.
There now appears to be a growing consensus that call center workforce management software
is termed ‘Workforce Optimization’ and ‘Workforce Management’ as
defined as above, with potentially some variation to include varying aspects
of Human Capital Management System. |