What Is Workforce Engagement Management?
Workforce engagement management is a modern approach that extends beyond traditional workforce management or workforce optimisation. It’s designed to help you build a better business — not just improve employee productivity.
Rather than focusing narrowly on the efficiency metrics that call centres have traditionally tracked, WEM software focuses on employee engagement. It gives employees the tools to help them take full advantage of their innate abilities. For example, a WEM solution can bring out an employee’s empathy to help them to better understand your customers. A WEM solution can also help employees leverage values such as honesty and trustworthiness. All of this results in better business outcomes.
WEM enables organisations to better understand these employee values and abilities and bring them to the forefront of customer interactions. The result will be a culture your employees love — a culture that results in lower turnover and higher customer satisfaction.
What Problems Does WEM Solve?
To reduce employee turnover in the contact centre, it’s important to improve agents’ daily working experience. Much of this involves simplifying their work, making them feel valued and showing them the contributions they’re making.
Research by work management software company Asana shows that hybrid and remote work have given employees greater flexibility, but they’re still losing the majority of their day — 58% — to work coordination rather than the jobs they’ve been hired to do. But giving workers more tools to do their jobs isn’t always better for productivity. The Anatomy of Work Index finds that workers are overwhelmed by the nine apps per day they’re using. To help employees succeed, companies need to give their employees the right tools to help them do their jobs more efficiently.
WEM makes it easier for new and existing employees to do the jobs you hired them to do. They can perform their work within a single solution that’s integrated with modern call centre software. And artificial intelligence (AI)-powered tools can help managers and supervisors harness the superpowers of their people so the organisation becomes more successful.
With a modern WEM solution, your organisation can:
- Simplify and personalise onboarding, training and development
- Enhance employee engagement
- Ensure you have the right resources to handle demand spikes
- Simplify your internal technology footprint
- Gain scalability for future growth
- Maintain compliance with enhanced quality assurance and monitoring
What are the Capabilities of Workforce Engagement Management?
WEM software helps you create a better work environment and improve employee satisfaction by supporting your employees and making them feel valued. The capabilities of the software range from long-term workforce planning to real-time insights.
Employee performance management: Personalise and simplify your employee experiences with a single platform for CX, training, analytics and more. Enhance engagement from the day an employee is hired through their entire time with your company.
Workforce forecasting and scheduling: Handle demand fluctuations by ensuring you have the right support in place. Create accurate, flexible schedules in minutes with AI. Enable your leaders to focus on what matters.
Quality assurance and monitoring: Record and retain every interaction across channels. Access trends, training opportunities and Voice of the Customer insights.
Gamification: Convenient scorecards and leaderboards can help your employees meet their performance objectives. Drive results with real-time insights and helpful recommendations.
Speech and text analytics: Identify key events with transcription, sentiment analysis and topic spotting. Gain valuable insights with native speech and text analytics and use these insights to improve interactions in real time.
Enhance Employee Engagement with WEM
Employee and customer expectations are rising — and workforce engagement management software can help your organisation rise to the challenge.
WEM can help you make your workplace experience better from the day an employee joins your organisation, increasing worker loyalty and improving your employment brand. The software provides the content and context necessary for customer service agents to provide excellent service. And it helps managers train agents and develop their skills over time, which is a current focus for many organisations.
In an uncertain economy, there’s never been a better time to discover all the ways that WEM can help you drive employee engagement. Explore how an all-in-one, AI-powered solution can help you unleash your employee superpowers.
