Spotlight on Service: Integrating Workforce Management With Employee Engagement to Optimize Customer Satisfaction and Profitability

摘要

Labor scheduling, monitoring of productivity management, and customer and stakeholder satisfaction have traditionally been handled in various parts of an operation. Thanks to improved methods and state-of-the-art technology, business owners and operators can now integrate employee time management with customer satisfaction, incorporating a measure of workforce engagement that affects both the hard and soft costs of running a successful service-oriented enterprise. An overview of how cloud-based labor management and time and attendance solutions mesh with feedback solutions to increase performance and drive return on investment underscores the importance of frequent and strategic measurement of customer and employee perceptions.