According to Zendesk’s CX Trends 2024 report , 69% of CX leaders say that accurately forecasting future work requirements is a major challenge today. For that reason, 79% are collaborating with external partners or vendors that simplify the strategic management of their agents Stages and functions .
In this post, you will learn how the workforce is compos and what its functions are. In addition, you will discover what the five stages of the process are and how to enhance it with cutting-ge technology.
Anticipating your teams future nes is key
to staying agile in an ever-changing market. Workforce forecasting allows you to take advantage of emerging opportunities before your competitors.
From administration to customer service, every role in your workforce is vital to your company’s success. By better understanding fax lists how your teams are made up and operate, you can optimize their performance.
The stages of the workforce forecasting process are: analyzing the current situation, establishing clear strategies, collecting what is b2b lead generation? definition, strategies r elevant data, developing adaptive action plans, and implementing the strategies to achieve the goals.
It includes strategic decision-making and the management of available resources to achieve the organization’s objectives. Stages and functions Those responsible for this function are leaders and managers who must plan, organize, direct and control all the company’s activities.
Production and provision of services
This workforce function involves creating and delivering the products or services offer by the company. Employees are engag in manufacturing goods, providing services, or performing activities relat to production and operations, depending on the type of company and industry in which they operate.
Human resource management is responsible for recruiting, selecting, training, developing and managing people who are part of the workforce .
Its goal is to ensure that the company has the right talent and that employees are motivat and committ to organizational ao lists goals. Therefore, workforce forecasting is a strategic function of this department.
At this stage, internal and external factors affecting the workforce are assess . This includes analyzing current labor market trends, changes in demand for the company’s product or service, as well as changes in the context Stages and functions that directly or indirectly impact the business.
For example, in 2024 it will be critical for CX leaders to understand the power of generative AI to boost the human intelligence of agents, according to the Zendesk report cit above.