03/05/2012    10:30 am - 11:00 am

Introduction to Institute for Human Resources Workforce Management – Why you need to be involved

Presenters:
Amy Ylitalo (HR.com)
Peter Broderick (Kronos Incorporated)

Welcome to the Institute for Human Resources - Workforce Management.

Will this be the first virtual event you have attended? Have you participated within the Workforce Management Institute? Are you currently a certified HR professional?

Regardless of a yes or no answer you should definitely join Peter Broderick, Vice President, Educational Services & Service Business Development from Kronos Incorporated and Amy Ylitalo, Community Facilitator for HR.com’s Institute for Human Resources Workforce Management as they take a look at the Institute and the educational curriculum for 2012. During this short, 20-minute session Peter and Amy will review what Workforce Management actually is, what the Institute for Human Resources program includes, how and why you should become certified, and our accomplishments from last year.

Throughout this session Peter and Amy will:
• Introduce the Advisory Board and their roles
• Introduce you to the Institute and the Certification program available
• Help you become an expert in Workforce Management
• Offer an opportunity for YOU to host an educational session and educate your peers
• Learn why this Institute is important to the Workforce Management Industry and how you can contribute to its success

If you are new to the Institute for Workforce Management or if you are new to the Workforce Management industry this introductory session will cover not only our past accomplishments and curriculum but also explain why you should continue to participate, get involved and be a part of this community.

For those with questions regarding the Institute and its content this is your chance to share your ideas and further your understanding.

03/05/2012    11:00 am - 12:00 pm

The Times Are A-Changin’: How workforce management must evolve for the future

Presenters:
Joseph Markert (Datamatics Management Services, Inc.)
Somer Jefferiss (Datamatics Management Services, Inc.)

New advances in technology result in employees expecting more flexibility, information and empowerment. Is your organization ready to meet these demands? Will your Workforce Management solutions stand up to the challenges coming your way?

In this one-hour seminar, we'll analyze the issues that 'the wave of the future' causes. We'll help employers understand and evaluate the why. Why today's employees expect more flexibility with work hours and locations. Why your organization should consider embracing technological advances as an advantageous method of progressing your company’s culture. Why employers must accept ongoing changes and adopt new managerial practices.

Then, we'll analyze the how. How to manage your employees effectively while still entrusting them with the ‘loose reigns’ they demand. How to integrate the most effective Workforce Management solutions for your organization. How to comply with the increasing, ever more burdensome, legal regulations imposed by the Department of Labor, Wage and Hour enforcement divisions.

Realizing and understanding your organization’s culture is the first step to ensuring continued prosperity. Accepting change is not always easy, but the more informed and prepared the organization is of its employees’ needs the more likely the organization will successfully overcome resistance to change. This seminar will help you determine your perfect recipe for positive progress: combining new technologies and policies that fit with your company culture.

Both the legal and HR perspectives are provided in this session courtesy of two accomplished workforce management professionals: Professor Joe Markert, a member of the faculty at Rutgers University Business School since 1969 and Somer V. Jefferiss, Esq., PHR, a Legal and Labor Consultant.

At the end of this session you will have a better understanding of how to lead workforce management efforts at your organization in 2012 and beyond.

03/05/2012    11:00 am - 12:00 pm

Mobility in Workforce Management: Opening the door for benefits beyond simply WFM mobility

Presenters:
Adrian Schauer (Vortex Connect)

Mobility in Workforce Management if deployed strategically can extend far beyond the expected result of simply mobilizing your scheduling or time and attendance system. With a strategic deployment the data, devices and channels can be leveraged to capture efficiencies across the entire organization and operation. The converging nature of mobility is proving to be game changing for leading organizations around the globe. The session will focus on how the short term mobile needs of your workforce management systems can be achieved while really focusing an eye on longer term benefits and opportunities.

A mobile platform allows your organization to extend it infrastructure. By being able to connect several systems into one mobile platform, your employees have access to all data through one single mobile app to do their job.

An easy way to demonstrate a quick return on investment is by mobilizing the workforce functions. By empowering employees with the right data at the right time, organizations can see a wide range of benefits from:

• Improved productivity
• Improved staffing coverage
• Improved employee satisfaction
• Reduced churn rates
• Improved revenues
• Lower operating costs

With the same mobile platform your organization can mobilize the rest of the enterprise such as operational procedures and policies.

The webinar will cover customer case studies, return on investment with deploying mobile workforce management, how to build a business case to get funding, device management, mobile best practices and lastly change management and user acceptance of using mobile to manage new processes.

Regardless if your organization is a 10 person company or a global organization with tens of thousands of employees, mobilizing your processes will transform your business.

03/05/2012    12:30 pm - 1:30 pm

Reduce your compliance risk with workforce management

Presenters:
Steve Preede (Infor)

Workforce management is trickier and more demanding than ever before in history. The reasons why are plentiful, but some of the most compelling center on such issues as government regulations, negotiated work rules, and increased high stakes impact of noncompliance. Failure to comply with those requirements not only is unacceptable, but also carries a steep burden on commercial enterprises and government employers for noncompliance. As a result of noncompliance, employers face financial penalties, time-consuming legal proceedings, management distractions, and loss of brand reputation.

Labor Department changes, along with the growing complexity of collective bargaining agreements, are adding new challenges for employers. Workforce Management (WFM) solutions must do more to help employers reduce risk and cut workforce-related costs.

Organizations need to take note of recent stepped-up efforts by the US Department of Labor—from opening new offices and hiring new people to go after employers to make sure they’re paying employees correctly, to assisting employees in learning how to file suits, and eliminating opinion letters. Let’s face it, there is no more “get-out-of-jail-free card.”

Today, the burden is on you, as the employer, to decide if you’ve correctly understood and interpreted various labor laws, and to make sure your employee records are as unimpeachable as possible.

Join us to find out how to lower your compliance risk while you improve your bottom line—with workforce management.

See a live demonstration and learn how to:
o View real-time, actionable alerts.
o Maintain ever-changing pay rules.
o Deploy best-practice procedures to ensure compliance

Gain insights into how to use workforce management to help you ensure legal standards are met, and how your labor standards meet compliance rules, all while continuing to drive profitability.

Infor10 WFM (Workbrain) helps automate and standardize your time and labor processes, helping you enhance profitability by reducing costs, boosting customer and employee satisfaction, and adapting to changing conditions on the fly. www.infor.com

03/05/2012    1:30 pm - 2:30 pm

The Power of Workforce Management Analytics and Performance Improvement

Presenters:
Steve Levy (ThinkTime)

Think of a small company

Think about the advantage they have in managing a small workforce. Small business owners can see time off requests. They know when employees take long breaks, punch in too early or late, abuse rounding rules or work excessive overtime. They can easily adjust staffing – expanding up during peak times, lowering employee hours during quiet times – to maximize profits and increase employee satisfaction.

Now think about this same company as it grows

Think about all of the new challenges as the staff expands and new retail locations and hospital units are built. It will get harder and harder to maintain visibility and control over their most expensive asset – people. They must standardize practices, meet changing and complex compliance rules, schedule the highest skilled employees at the right time and right place, and empower managers to make good decisions that impact the corporate financial goals, increase customer satisfaction, and reduce employee turnover.

Analytics and Performance Improvement

There is a goldmine of historical Workforce Management Time and Attendance, Scheduling, Absenteeism, and labor data that if properly analyzed, trended, and executed through the right data model can result in enormous improvement opportunities and reduced risk to your organization.

Most organizations today use cumbersome and confusing reports to try and build a story of why, where, and what your root Workforce Management challenges are. When compliance issues are identified and resolved, the risk of extensive and costly litigation is significantly reduced, paying people correctly is mandatory.

Analytics can help uncover hundreds of thousands and even millions of dollars in unnecessary and costly labor dollars, empower managers, and provides deep insight into where to focus your future operations and HR efforts.

In this webinar we will focus on key questions to consider regarding Workforce Management empowerment and success and how Analytics and Performance Improvement can drive better overall productivity.

03/05/2012    2:00 pm - 3:00 pm

What is SaaS?

Presenters:
Bahan Sadegh (NETtime Solutions)

The Internet has created a sea of opportunities to work more efficiently by sharing resources and exchanging information across vast distances in seconds through web-based software.

Web-based software delivered over the Internet helps business personnel collaborate more effectively by providing universally available tools that help organizations expand how and when work gets done.

This presentation looks at software as a service, or SaaS, in its true form and how that compares to other methods of delivering software both over the Internet and through on-premise installations. The discussion looks at what SaaS does and does not do. It covers the benefits to the end user and defines and discusses the terms used to describe it, such as multi-tenant, dynamic billing, zero-impact updates, scalability and anywhere, anytime access. Other benefits discussed include: quicker implementation, better technical support and a universal and continually up to date solution.

There are some things SaaS does not do and some things that are challenging to do. The discussion of the cons of SaaS is designed to help the participant understand all the factors to be considered when evaluating a SaaS solution and if those factors are must haves or can be worked around.

For human resource personnel, the discussion will look at opportunities to help shift workload from themselves to supervisors and employees through self-service functionality. Electronically gathered and stored information can help organizations effectively manage their workforce, provide a readily available, easily discoverable employee record to help comply with the requirements of local, state and federal labor laws and help mitigate the risk of wage and hour lawsuits.

03/05/2012    3:00 pm - 4:00 pm

Unconventional Wisdom - Breaking Free from Interval Planning Distortions

Presenters:
Paul Kasanda (L3 Prime)

The inventor of HD Forecasting and HD WFM discusses the events that lead to the formulation of the vision for HD planning and describes the differences that allow call centers to achieve break-through improvements when switching from legacy methods to the high definition model. The audience will see examples of call centers in distress and how specific interval based distortions got them there.

The speaker will de-mystify the Erlang method so that non-statisticians can easily understands its origins and how the age-old limitations are easily overcome.

This is a session for call center strategists who want to equip themselves to move any call center past its current dilemmas and on to the edge of efficiency. The inventor of HD Forecasting and HD WFM discusses the events that lead to the formulation of the vision for HD planning and describes the differences that allow call centers to achieve break-through improvements when switching from legacy methods to the high definition model. The audience will learn how to identify where their own call center’s effectiveness may be undermined and how to turn the page.

Before and after pictures of call centers that migrated from legacy methods to HD methods are shown and the modernization process is discussed.

The speaker also illustrates how reliance on interval based performance measures can produce flawed call center strategies, diminished revenue and escalation of costs. The concept of capacity based measurement risks are introduced and explained.

Opportunities to simultaneously improve service levels, wait times, talk times, labor productivity, customer happiness, agent satisfaction, revenue and profitability are discussed and illustrated through real life data and success stories.

Whether you are seeking new efficiencies or currently believe your call center is operating at peak efficiency, this session is an eye-opening exposé on what to do and what not to do when reaching for the top.