Planning Teams Play a Key Role in Employee Satisfaction Related Articles 20 Sneaky Tricks That Call Centre Employees Play Workforce Management Guide The Role of a Planning Team Team Building and Employee Satisfaction 1,156 Filed under - Industry Insights, injixo The customer is king and measuring customer satisfaction is a key element in measuring performance. For the WFM team, the ‘customer’ is Operations, including the agents and supervisory staff. You should conduct regular employee satisfaction surveys to measure the Operations team’s satisfaction with WFM elements such as: Shift choices available Perception of fairness in shift assignments Time off and shift swap management fairness Schedule adherence management fairness Self-service options Willingness of the WFM team to accommodate requests Chris Dealy Shift patterns are an emotive subject. Surveys like this one – Which Perks Really Interest Employees? – have revealed that flexible working hours are good for staff morale. One the other hand, dissatisfaction with shifts is a well-known driver of staff turnover. Agents leave for all sort of reasons, but if shift patterns are not frequently cited as a reason for leaving during exit interviews, that is a good indicator that the planning team is playing its part in employee retention. With thanks to Chris Dealy at injixo Author: Megan Jones Published On: 24th May 2016 - Last modified: 17th Sep 2019 Read more about - Industry Insights, injixo Recommended Articles 20 Sneaky Tricks That Call Centre Employees Play Workforce Management Guide The Role of a Planning Team Team Building and Employee Satisfaction Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter