Workforce Engagement Management is part of workforce optimization, or WFO. Workforce management software in the contact center is a combination of tools, strategies, and principles that help teams work more effectively while measuring progress. Workforce management software benefits teams by increasing productivity and aligning agents and managers.
Contact center workforce management integrates tactical business solutions like scheduling, forecasting, and performance reporting with staff-enhancing methodologies such as eLearning, coaching, and skills development.
Workforce optimization is a vast umbrella that covers quality management and employee engagement solutions. Workforce management provides 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 optimization is the overarching business strategy, while workforce management software enables the tactical deployment of certain parts of that strategy. Think of WFO as being concerned with the big picture and WFM as a subset of how a certain part of that picture will look.
For example, agent scheduling is a workforce management tool because it’s concerned with the day-to-day function of contact center staffing, but when used to forecast spikes in seasonal volume agent scheduling can also serve as a workforce optimization tool by altering managers to inbound increases so they can adjust scheduling plans accordingly.
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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.
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.
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.
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.
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.
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.