Workforce Engagement Management (WEM) is an employee-centric evolution of workforce optimization (WFO) that centers on engaging, enabling, and empowering contact center agents at every stage of the employee lifecycle.
Where traditional WFO strategies and tools focused on managing efficient operations through “optimizing” agent productivity and managing costs, WEM solutions “engage” staff with automated, AI-enabled tools designed to augment their performance through monitoring, coaching, feedback, eLearning, and skills development.
Workforce engagement management is a vast umbrella that covers workforce management, quality management, and performance improvement. Workforce management (WFM), generally defined as “having the right people and resources in the right place at the right time,” centers on practices and software for forecasting, scheduling, and communicating with agents, both remote and on-premise. As part of WEM, modern WFM applications bring work-life balance and empowerment to the scheduling function with tools that provide agents with visibility into schedules, schedule change notifications, shift opt-in offers, adherence, and the ability to bid for and swap shifts.
Quality management and performance analytics provide the means for improving agent performance, providing agents with the growth and development opportunities they desire, and making staff feel like valued and visible contributors to your company’s success and their own. Generally, workforce engagement management is both an overarching business strategy and a suite of software tools designed to engage, retain, and grow your contact center staff so they, in turn, will deliver exceptional customer experiences.
More Workforce Engagement Management Resources
Boost Efficiency With Unified Workforce Engagement Management
Plan and execute intelligent, data-driven staffing strategies. Keep your workforce engaged, happy, and high performing, and operate an agile, dynamic, and collaborative workplace. The transition from WFO to WEM has aligned with the growing awareness of the significant impact that agent engagement has on the customer experience, contact center operational efficiency, and customer-centric business outcomes.
2022 Complete Guide to Workforce Engagement Management (WEM)
Here are the 4 of the most important things to know about workforce engagement management for the contact center. Workforce engagement management is about agent flexibility.
Workforce Engagement Management: Top 5 WEM Challenges & Tools
Here are five common reasons why agents feel disengaged and how workforce engagement management tools like interaction analytics and automated quality management can empower and re-energize your team.
Evolving to the Multiexperience Era: How to Go Beyond Channel Thinking
Omnichannel is a buzzword that has been used so often over the last two decades that its existence is taken for granted by customers and its meaning has been obscured by brands.
How To Use AI as a Workforce Management Tool
WFM automation can save a great deal of time on scheduling so that leaders can focus more of their attention on hands-on tasks like agent coaching to improve outcomes. Additional workforce management tools call centers can deploy give agents much-needed flexibility that aids with employee engagement.
How Quality Management Can Empower and Engage Your Contact Center Agents
Contact centers can look first to their quality management program to provide agents with individualized growth opportunities. Here are a few considerations to ensure that agents feel valued, empowered, and invested in the process.
