Employee experience

#The working day belongs to employees too

People in customer service plan their lives around the shift plan. That makes it all the more important that the plan is reachable, understandable and, within limits, shapeable. Employee experience in Univerx gives staff that access without going through the team lead.

Everything about one’s own working day sits in one place: shifts, breaks, swap offers, leave, goals, evaluations and learning modules.

#Self-service that knows the rules

A swap only takes work off people’s plates if it does not trigger three follow-up questions. So Univerx checks every swap against the same rules as scheduling: skill, working time, rest period. If everything fits, the swap can take effect without approval.

1. Offer. An employee offers her early shift on Thursday.
2. Accept. A colleague with the same skill takes it.
3. Check. The rules confirm rest period and coverage.
4. Apply. Both schedules are updated and the team lead is informed.

#Extra shifts without a phone chain

When staffing falls short at short notice, many teams start a phone chain. In Univerx, planners post open shifts as an offer. Whoever has time responds, and the rules check at once whether taking over fits.

It is quicker, and it is fairer: everyone sees the same offer at the same time. Nobody gets preference just because they happened to be called first.

#Development in your own hands

Next to the schedule, employees see their scorecard, agreed goals and upcoming learning modules. Anyone who wants a new skill sees which modules it involves and when learning time is planned.

Development becomes something you follow yourself, rather than hearing about it only at the annual review.

Why self-service shift swaps help both sides is covered in our post Shift swaps as self-service.