Workforce Optimization in ServiceNow CSM

Workforce optimization describes processes designed to reduce costs and improve employee efficiency through the strategic application of data.

Create high-performing service teams by optimizing schedules and tasks. Develop intelligent coaching paths to build the skills they need—all in one place

These days, managers spend a lot of time searching for information and using tools that aren’t very flexible to help their teams do better. They struggle because they have to gather data and reports from different places just to see how things are going in the past and right now. This way of working isn’t very good because it involves a lot of manual work and feeling annoyed. This affects how happy managers are with their job and how much the team members feel involved.

ServiceNow Workforce Optimization (WFO) is like a tool that helps teams work better. It helps managers plan schedules and tasks, shows what work is coming in right now, and makes sure everyone has the right skills. All of this happens in one place. It’s for managers, team leaders, and team members, and it makes teams better at their job and happier.

WFO is like a control center for managers. It helps them keep an eye on, guide, and support their team members. They can watch the tasks coming in from different places, like phones, and see how well the team is doing. They can also set goals for the team. By looking at past information, they can suggest the best skills for team members. Work is assigned based on who can do it best. Managers can listen to how team members talk with customers, give advice, and help them get better. Team members can also share how useful the advice was.

Teams and managers have the ability to manage all schedules and shifts from one place. They can view, change, and schedule shifts according to demand and manage time off and shift swap approvals all from one place.

Workforce optimization (WFO) is like using smart ways to make sure everyone in a company works really well. It uses special strategies to help people and teams do their best work. The main aim of WFO is to make the company work great overall. This means making sure everyone does their job really well, from individuals to teams and departments. The goal is to make the company do its best without spending too much money.