Blog

Workforce Management: Rahasia Mengoptimalkan Kinerja Tim Anda
12 Jul 2023 Phintraco

Workforce Management: Rahasia Mengoptimalkan Kinerja Tim Anda

Mengoptimalkan kinerja tim merupakan hal penting untuk mencapai keberhasilan dan keunggulan kompetitif dalam bisnis. Salah satu solusi yang bisa menunjang kinerja tim adalah workforce management. Penerapan workforce management yang efektif dapat membantu mengoptimalkan kinerja tim, meningkatkan produktivitas, mengurangi biaya, dan mencapai tujuan bisnis dengan lebih baik. Seiring dengan penerapan WFM, penting untuk memberdayakan karyawan dan menciptakan lingkungan kerja yang mendukung pertumbuhan dan inovasi.Simak artikel di bawah ini untuk mengetahui pengertian workforce management dan beberapa informasi terkait!

Apa yang Dimaksud Dengan Workforce Management (WFM)?

Workforce management adalah serangkaian proses terintegrasi yang digunakan oleh perusahaan untuk mengoptimalkan produktivitas karyawan. WFM adalah proses yang melibatkan perkiraan kebutuhan tenaga kerja secara efektif, serta membuat dan mengelola jadwal karyawan untuk menyelesaikan tugas tertentu setiap hari dan setiap jam. WFM melibatkan berbagai kegiatan yang memiliki tujuan untuk mengelola karyawan dengan efisien, termasuk perencanaan, penjadwalan, pengelolaan absensi, pemantauan kinerja, penggajian, dan analisis data.

Bagaimana Cara Kerja Workforce Management?

Solusi workforce management menggunakan data historis dan machine learning untuk memprediksi kebutuhan karyawan di masa yang mendatang, kemudian membuat jadwal yang paling sesuai dengan model yang diperkirakan serta secara otomatis melacak waktu dan kehadiran karyawan. Serangkaian proses WFM melibatkan semua aktivitas yang bertujuan untuk membangun dan memelihara karyawan yang produktif, dan meningkatkan efektifitas serta produktifitas mereka. Beberapa aspek dari workforce management meliputi: pengumpulan data real-time, manajemen layanan lapangan (FSM), manajemen SDM (HRM).

Manfaat Penerapan WFM Dalam Perusahaan

Workforce management system memberikan berbagai manfaat bagi perusahaan dan karena hal ini, perusahaan di beberapa sektor yang melibatkan tugas-tugas yang sangat sensitif terhadap waktu serta harus membayar karyawan setiap jam semakin banyak menggunakan software workforce management untuk meningkatkan produktivitas bisnis mereka secara keseluruhan. Berikut adalah beberapa manfaat penerapan WFM dalam perusahaan, diantaranya adalah:

Meningkatkan Keuntungan dan Produktivitas

Dengan workforce management software, perusahaan akan diberikan wawasan yang lebih baik terkait keterlibatan, kehadiran, serta produktivitas karyawan. Sehingga memungkinkan perusahaan untuk menyesuaikan pelatihan, pembinaan, dan proses untuk kinerja yang maksimum. Selain itu, Anda harus memastikan bahwa orang yang sesuai diberi tugas yang tepat pada waktu yang tepat serta di tempat yang benar. Hal ini mengakibatkan profitabilitas dan produktivitas perusahaan akan meningkat.

Mengurangi Biaya

Tugas workforce management adalah menganalisis situasi saat ini dalam perusahaan. Hasilnya, Anda akan dapat memaksimalkan sumber daya, serta mengoptimalisasi biaya tenaga kerja, dan semuanya dilakukan tanpa menurunkan kualitas pekerjaan.

Menjaga Bisnis Beroperasi Penuh dan Legal.

WFM membantu perusahaan beroperasi penuh dan legal dengan tetap memahami undang-undang nasional, lokal, dan serikat pekerja yang berlaku di suatu negara. Selain itu, WFM meminimalisir risiko ketidakpatuhan yang lebih rendah di bawah undang-undang ketenagakerjaan yang berlaku dalam suatu negara.

Meningkatkan Kepuasan Pelanggan

Mengimplementasikan WFM dalam perusahaan membantu karyawan memberikan layanan dengan pengetahuan yang membantu mereka untuk melakukan pekerjaan lebih cepat. Hal ini memiliki pengaruh besar dalam meningkatkan kepuasan pelanggan. Pelanggan cenderung lebih puas dengan layanan yang berkualitas dan sesuai dengan kebutuhan mereka, sehingga dapat memperkuat loyalitas pelanggan serta membantu bisnis mencapai kesuksesan di masa depan.

Apa Saja Hal yang Harus Diperhatikan Dalam Solusi WFM?

Ada beberapa hal yang perlu diperhatikan untuk membantu perusahaan dalam memilih solusi work force management yang sesuai dengan kebutuhan perusahaan dan bisa membantu meningkatkan efisiensi manajemen tenaga kerja serta keseluruhan kinerja bisnis. Beberapa hal yang perlu diperhatikan diantaranya adalah:

Kegunaan Sederhana

Hal pertama yang perlu dipertimbangkan dalam sistem workforce management adalah kegunaan, karena software digital yang terus berkembang seiring dengan perkembangan harapan konsumen. Sistem WFM harus sederhana dan menyenangkan untuk digunakan, karena akan dipakai oleh ratusan karyawan. Beberapa fitur dasar seperti notifikasi otomatis, alur kerja terintegrasi, serta pengelolaan tugas dari desktop hingga seluler harus mudah digunakan. Beberapa alat tambahan termasuk shift yang disimpan, drag-and-drop serta template yang disalin juga meningkatkan kegunaan, dan memberikan pengalaman yang mulus untuk semua karyawan.

Keamanan

Mempercayai sistem baru dengan data karyawan merupakan hal yang perlu diperhatikan bagi berbagai perusahaan, terlebih lagi jika berisi informasi rahasia atau keuangan. Oleh karena itu, sistem manajemen workforce management harus memiliki keamanan yang ketat. Carilah software yang memperhatikan keamanan dengan serius untuk melindungi berbagai informasi perusahaan, seperti autentikasi standar yang menyediakan sistem sign in tunggal memberikan keamanan yang ditingkatkan dan mengurangi pencurian kata sandi.

Manajemen Absensi

Penjadwalan pada workforce online dapat membuat tugas administratif manajemen absensi menjadi digital. Dibandingkan dengan formulir kertas dan proses manual yang memakan waktu, Anda bisa memanfaatkan alur kerja sederhana yang dapat diakses oleh semua anggota tim. Software WFM memungkinkan pengguna untuk melacak segala sesuatu mulai dari cuti sakit hingga cuti melahirkan. Manajer dapat menghapus proses duplikat, melihat dengan mudah, menyetujui, atau menolak request di berbagai lokasi karena data disimpan di satu tempat. Tim HR dapat menetapkan aturan maksimum dan batasan cuti untuk mencegah terlalu banyaknya karyawan yang cuti secara bersamaan.

Sistem yang Terintegrasi

Solusi workforce management yang dapat diintegrasikan dengan sistem lain yang ada di perusahaan, seperti sistem manajemen SDM, platform komunikasi internal, atau sistem manajemen kehadiran, sehingga nantinya akan membutuhkan lebih sedikit waktu dan uang untuk diimplementasikan.  

Apa Software Workforce Management Terbaik untuk Contact Center?

Workforce management dibutuhkan oleh contact center  karena memberikan berbagai manfaat termasuk meningkatkan efisiensi, produktivitas, maupun layanan. Untuk itu, contact center memerlukan software WFM terbaik. Salah satu anak perusahaan Phintraco Group, Phintraco Technology hadir menyediakan solusi WFM contact center dari Verint untuk perusahaan Anda dengan memberikan berbagai manfaat yang akan menunjang kesuksesan perusahaan dalam jangka panjang.

Memastikan Jadwal yang Tepat

Workforce Management Verint menyediakan alat yang Anda butuhkan agar organisasi Anda dapat mempertahankan fokusnya untuk memenuhi kebutuhan pelanggan, serta dirancang untuk memenuhi permintaan pelanggan yang selalu berubah dalam lingkungan yang semakin kompleks.

Meningkatkan Pengalaman Pelanggan dan Karyawan

Verint Workforce Management membantu perusahaan Anda mencapai tujuannya, memberi alat yang Anda butuhkan untuk menyediakan agent dengan jadwal yang fleksibel dan pekerjaan yang berarti untuk meningkatkan retensi karyawan.

Memberikan Agent Fleksibilitas dan Keseimbangan

Baik di kantor atau dalam perjalanan, aplikasi seluler Verint Workforce Management memungkinkan agent dengan cepat membuat, dan mendapatkan persetujuan, perubahan jadwal, pertukaran shift, waktu istirahat, serta pengalihan tugas dan saluran.

Memanfaatkan Keunggulan Cloud

Hadirkan keuntungan penerapan cloud ke manajemen tenaga kerja Anda. Nikmati manfaat peningkatan tanpa rasa khawatir dan yakinlah bahwa Anda selalu menikmati pembaruan dan penyempurnaan terbaru.

Dapatkan Solusi WFM Terbaik di Phintraco Technology!

Maksimalkan penerapan solusi WFM dengan Phintraco Technology untuk mempermudah bisnis mengelola operasional karyawan setiap hari. Anak perusahaan Phintraco Group yang bergerak di bidang infrastruktur IT, Phintraco Technology, dapat memfasilitasi integrasi dan penyederhanaan proses operasional perusahaan Anda. Selain itu, solusi workforce management optimization Phintraco Technology menawarkan alat atau software berbasis kinerja untuk membantu pengelolaan berbagai divisi perusahaan.Hubungi marketing@phintraco.com untuk informasi lebih lanjut terkait solusi workforce management.

Read  
Hybrid Storage: The Right Solution to Face The Next Normal
02 Aug 2022 Phintraco

Hybrid Storage: The Right Solution to Face The Next Normal

The existence of Covid-19 has transformed business practices into the next normal. The implementation of an offline-and-online-capable work system is enhanced. This is implemented to reduce the spread of the COVID-19 virus by allowing employees to work from home or the office. Companies also implement many business systems to adapt to this circumstance, as businesses must continue to operate to survive.The covid-19 pandemic is not yet over, but signs are emerging that the situation can be managed. This forces businesses to continue adapting to the upcoming next normal. Companies should be using hybrid storage for their data storage needs. What exactly is hybrid storage? Let's examine this in detail.

What is Hybrid storage?

A hybrid storage system combines on-premises and cloud data storage. These two storage methods will enhance the scalability and adaptability of cloud-based public storage while enhancing the security, customization, and management of on-premises storage. In addition, the solution offers significant advantages due to its ability to increase or decrease the availability of strong and reliable network connections between private and public clouds and the alignment of data access between on-premises and public cloud environments.

Hybrid Storage Use Cases

Hybrid storage can be implemented for a variety of business purposes. The following are the most prevalent usage cases:
  1. Sharing application data
In today's digital world, various applications have become commonplace. On-premises and cloud-based application data are accessed separately. Hybrid storage allows you to access data regardless of where your application is hosted. Your company can use the solution to facilitate seamless data sharing.
  1. Cloud backup and archive
Cloud backup and archiving typically require a different solution. Using this solution, backups and archives can be optimized across multiple sites.
  1. Multi-site data
In addition to optimizing backups and archiving across multiple sites, the solution allows you to share power between sites. Furthermore, you can synchronize data using a hybrid storage solution, ensuring that all storage resources contain reliable copies.
  1. Extending on-premise data to the cloud
The hybrid storage system equips on-premises data storage with cloud storage resources. The system uses policy engines to maintain operational data on-site and move infrequently accessed data to cloud storage.
  1. Big data applications
Hybrid storage can improve the processing and analysis of large data sets. The solution can facilitate the transfer of data sets from the cloud to on-premises computing and vice versa. You can also isolate sensitive or regulated data more efficiently.That is the explanation for hybrid storage. Technology development is accelerating, resulting in an abundance of data generated by the widespread application of technology. Implement this solution for your company so that data can produce more comprehensive and beneficial results. Implement hybrid storage with Phintraco Technology, a subsidiary of Phintraco Group specializing in IT infrastructure. Phintraco Technology has a team of specialists with over 13 years of experience assisting businesses in various industries. Contact us at marketing@phintraco.com for additional details about hybrid storage. Reference:https://cloud.netapp.com/blog/cvo-blg-hybrid-cloud-storage-the-best-of-both-worlds Related Article:Traditional Data Center vs Modern Data Center: What Is the Difference? Baca Juga:Mengatasi Tantangan Pertumbuhan Data dalam Lembaga Keuangan

Read  
Creating the Best Digital Journey while Maintaining Customer Data Security in the Banking Industry
12 Jul 2022 Phintraco

Creating the Best Digital Journey while Maintaining Customer Data Security in the Banking Industry

Digitalization in banking provides speed and convenience, but security must be a concern for all parties, particularly protecting customer personal data. In addition, as financial service providers, banks must constantly evaluate technology, change behavior, and improve the quality of their products and services. Therefore, banks must have a sophisticated system to improve customer experience.

Digital Journey Simplify Customer Account Opening and Onboarding Services.

Banking customers can now open a deposit account digitally (online) rather than visiting a branch office. The digital account opening service will streamline the verification process for potential customers on the mobile app. Customers expect digital verification to be faster and easier because they will only need to verify data without having to go to a branch office and sign on the verified tool provided by the company. The account creation process becomes more convenient because it takes little time and can be completed anywhere without the need to visit a branch office. Then, with digital development accelerating, how does the banking industry ensure the security of its customer data?

The Importance of Customer Data Protection in Banking

Mobile App Shielding, Multifactor Authentication, and Electronic Signature systems are an effort made by the banking industry to maintain the security of customer data. The encryption system ensures the implementation of security using digital signatures or e-signatures. Security already has specially designed standardization, the most stringent cloud security, and is audited by third parties. Banks must ensure their customers that their data cannot be retrieved or falsified by third parties. For this reason, banks must protect customer data to prevent various crimes such as hacking and social engineering.

Make the Best Digital Journey a Reality with Phintraco Technology

Banks must collaborate with various parties, including technology developers, to ensure that end-to-end digital processes run smoothly, efficiently, and quickly. Customers will no longer need to visit branch offices to sign documents or show physical IDs. As an IT infrastructure provider, Phintraco Technology has previously worked with various industrial sectors, including banking. The solutions provided by Phintraco Group's subsidiaries include mobile app shielding, multifactor authentication, and electronic signature. This technological solution will provide convenience and data security to both banks and customers.Contact us at marketing@phintraco.com for more information on banking technology requirements and other financial sectors. Reference:https://www.onespan.com/blog/digital-customer-onboarding-and-account-opening-top-2019-priority Related Article: Improve Customer Journey Security using Technology

Read  
Improve Customer Journey Security using Technology
05 Jul 2022 Phintraco

Improve Customer Journey Security using Technology

Cyberattacks can happen anywhere, at any time, and by anyone nowadays. Security is important for businesses, especially in the customer journeys owned by finance and banking companies. This is because cybercriminals target the financial and banking industries because they contain a large amount of sensitive customer data. The customer journey is a series of interactions with the company until the customer receives the company's services. Customer acquisition, customer activation, customer engagement, and customer retention are examples of typical interactions. Your company can implement security along the journey so that customers feel safe and trust your company with their personal data.

Technologies that Can Enhance the Security of the Customer Onboarding Process

Several digital security technologies are used to ensure that customers, their devices, and companies have a safer customer journey. Here are some technologies that can improve customer journey security:
  1. Electronic Signature
This technology is the turning of signatures on electronic media. Using an electronic signature will ease, simplify, and speed up the company's workflow in identity checking and signing. As there are a variety of options for identity verification and authentication that can ensure someone is the appropriate person before accessing the documents, this will improve the customer experience and strengthen compliance.
  1. Mobile app shielding
This technology is a digital security technology that is used in the customer journey, particularly when customer activation, engagement, and retention occur. Mobile app shielding detects and mitigates mobile malware and other malicious attacks aimed at stealing customer data or money via the app. This ensures that the mobile app runs safely, even if there is a risk of malware if the customer's phone is jailbroken or rooted.
  1. Authentication technologies
In a more secure customer journey, the combination of authentication technologies such as hardware tokens, software tokens, or biometrics is part of the customer experience. Biometric authentication, such as fingerprints or face scanning, is available at the majority of banks. Customers will be more satisfied with biometric authentication because it allows them to easily add another layer of protection against account takeover fraud, session hijacking, and other types of fraud attacks.The use of electronic signatures, mobile app shielding, and authentication is important for your company to present a safer customer journey. Your company can use these technologies in collaboration with Phintraco Technology, a subsidiary of the Phintraco Group that specializes in IT infrastructure.Contact us at marketing@phintraco.com for more complete information. Reference:https://www.onespan.com/topics/customer-onboarding Related Article:Keys to Achieve a Successful Customer Engagement Strategy

Read  
Poor Network Performance: The Ultimate Business Processes Disruptor
05 Apr 2022 Phintraco

Poor Network Performance: The Ultimate Business Processes Disruptor

Many companies are trying to achieve their best digital transformations to keep up with evolving market trends, increasing customer demands, and intense competition. Unfortunately, traditional network architectures are not designed to handle the workloads and complexities that most digital transformation schemes require. When the network fails to function properly, the company's performance will be disrupted. Many factors contribute to poor network performance. Discover and understand how your poor network performance can significantly impact your company's business here.

Different Types of Network Performance Issues

Many people analogize the network as the "soul" of a company because of its very significant role in the company's business processes. A company's networks often face several problems that hinder their performance efficiency, which can immediately and detrimentally impact the company. The following list is three examples or types of enterprise network performance issues.

1.      Cable connectivity issues

Cables are the most crucial thing in network connectivity. Even a single damaged cable or connector can cause severe problems for the company. When there is a connectivity issue with a cable, it can be difficult to investigate the cables one by one to find out what the problem is.

2.      Large bandwidth usage

The use of large bandwidth due to a load of network activity can also be a source of problems. Busy activity on the network will cause congestion, and this bottleneck will prevent an even distribution of bandwidth across your network.

3.      The complexity of cloud integration

Companies will face several difficulties when integrating the existing network architecture with the cloud, especially maintaining the balance. However, if this integration is appropriately balanced, company networks can increase network performance.

The Negative Impacts of Poor Network Performance

As the company's "soul", problems with computer network performance will harm the company's overall productivity. The company network has a vital role in supporting employees to perform their tasks more efficiently and comfortably. If your company's network is performing poorly or may not be functioning effectively, the time it takes to work around it can hinder employees' work that day. Customer satisfaction is also at stake during this network performance issue. If the network for services that connect with customers in real-time is disrupted, customer satisfaction decreases, and the company may lose customers and revenue.

Present SD-WAN as an All-in-One Solution

You have to present SD-WAN as an all-in-one solution before your company experiences the network performance issues and destructive impacts mentioned above. SD-WAN is a modern solution that can solve various network performance problems while offering profitable advantages for your company. This solution can reduce network complexity, increase bandwidth, and reduce security costs. Implement SD-WAN with Phintraco Technology, a subsidiary of the Phintraco Group which is trusted in implementing many technology solutions for companies in various industries. Get more detailed information about SD-WAN by emailing us at marketing@phintraco.comReferences:https://www.impermanenceatwork.org/poor-network-effects-on-businesses/https://www.catonetworks.com/blog/4-real-world-challenges-in-enterprise-networking-how-sd-wan-can-solve-them/

Read  
How To Beat the Competitors Through Contact Center
15 Mar 2022 Phintraco

How To Beat the Competitors Through Contact Center

Every company has a different contact center system. Some companies have contact centers that record conversations during customer interactions. Meanwhile, other companies provide a contact center that can see through what media customers reach the contact center with an omnichannel solution. Thus, a contact center becomes a valuable part of a competition in providing the best customer service. Then how can a company beat the competitors through a contact center? Let us discuss it here.

Maximize the Use of Analytics Tools in the Contact Center

A contact center is a service from the company to connect with customers directly. Maintaining and improving customer experience is a major concern today. Contact centers can be equipped with various analytical tools to enhance customer experience and stay ahead of competitors. Analytics tools can turn interactions into data that can examine the behavior, chat trends, and consumer demand. These tools are among the right strategies for companies to implement to win the competition.

Analytics Tools Turn Data Into Actionable Strategy

The analysis tool in the contact center produces data that can be useful for the contact center in the future. These data are an important source for companies to improve their services. Here are the benefits of analytics tools for contact centers:
  1. Data maximization
Contact centers do a lot of interaction with customers every day. Imagine those millions of interactions are turned into data that you can use to improve services at the contact center. You will know the trend of incoming calls every month and then determine the right strategy for the long term.
  1. Quick decision making
If you can quickly find the trend of calls in the contact center, your company will easily identify the root cause, make changes, and fix the existing problems in a short time.
  1. Improved employee experience
It is not a secret that the turnover rate in the contact center is considerably high, it reaches 30%-40% because dealing with customers is not as easy as we think. Using data in the contact center can improve the employee experience to know the best way to interact with customers. The skills possessed by contact center agents will also improve and develop the company's value presented to customers. Your company can get valuable data by utilizing analytics tools for the contact center, such as implementing speech and text analytics on the existing contact center system. Speech analytics and text analytics can turn customer interactions into data. Hence, your company can improve customer experience and beat the competitors. Your company can cooperate with Phintraco Technology, a subsidiary of the Phintraco Group, to implement analytics tools such as speech analytics and text analytics in your company's contact center. Phintraco Technology is a company engaged in IT Infrastructure and services. One of the services offered by Phintraco Technology is speech analytics and text analytics for the contact center. Contact us at marketing@phintraco.com to find out more information about technology solutions that can improve the performance of your company's contact center. References:https://myworkchoice.com/blog/whats-causing-turnover-in-your-call-center/?utm_source=google.comhttps://connect.verint.com/b/customer-engagement/posts/connecting-customer-experience-and-customer-service-data-the-key-to-winning-in-today-s-competitive-landscape Related article:https://phintraco-tech.com/avoid-contact-center-problems-voice-biometrics-solution/

Read