Why time tracking is better for agents than managers–contrary to popular belief

When you look for some of the benefits of WFM and agent tracking, you’ll likely find things like boosting efficiency, improving SLAs, and putting the right people in the right place at the right time. All these workforce management buzzwords are mostly for the managers’ benefit. Or the company itself.

The other side of WFM is the direct and positive impact it has on the employee experience, and how it can help make work better for the agents in your workforce.

Rather than just giving the higher-ups the ability to watch everything a specialist does, WFM provides valuable insights into the opportunities for improvement for your teams. You can go beyond knowing what your teams are doing to explore which areas your team needs help with, what additional resources we need to build and disseminate, and when people are burning out.

WFM benefits

With more information, your support teams can have better support for themselves. Let’s look into three examples:

1. Proper coverage means agents stay engaged and can take time off when they need it

   
   When managers have a clear understanding of how many people they need to meet their SLAs, it allows agents to take time off when needed rather than coming to work to sit when volumes are not high enough to keep everyone busy.

2. Difficult requests take longer to handle, making agents feel stuck and frustrated with their work

   
   When teams implement WFM tools (like time tracking), managers gain insights into the workflow, so they can look into tricker requests and understand how those requests affect both customers and agents.
   By identifying the specific requests that are causing frustrations for the support team, managers can take proactive steps to explore solutions that enhance workflows for agents. This empowerment allows for targeted improvements that can streamline processes and ultimately lead to better experiences for both customers and support staff.

3. Celebrating team success improves agent morale and company culture

   
   With increased visibility into the agent experience, it’s easier to notice when agents are crushing their WFM metrics and making progress toward their KPIs. Being able to see how they’re doing offers the opportunity to create incentives that your agents love and push their work to the next level.
   For instance, score cards not only facilitate competitiveness but also foster collaboration through gamification, uniting agents to achieve outcomes greater than the sum of their individual efforts. This synergy and dynamism within teams bring further success, enabling them to surpass goals and smash OKRs.

WFM brings support and experience teams together

Workforce management is like having a trusted guide that helps teams navigate their workload effectively. Instead of focusing on catching mistakes, it’s more about ensuring everyone feels supported and can thrive in their roles.

Sometimes, when we notice less-than-ideal performance, it’s not because people aren’t willing, but because they might need more support, training, or guidance. Time tracking and WFM tools are like a magnifying glass that helps us pinpoint areas for improvement, whether it’s additional resources, training sessions, or coaching.

Think of WFM as a helpful ally, not a surveillance tool. It’s not about micromanaging every move; it’s about understanding what the team needs to succeed together. By having this bigger picture, teams can tackle challenges head-on, learn from mistakes, and grow stronger together.

Ultimately, the goal is to smooth out any bumps in the road by keeping an eye on the workload and making sure everyone has what they need to shine.