{"id":411630,"date":"2021-12-08T16:09:44","date_gmt":"2021-12-09T00:09:44","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/rethinking-wem-its-all-about-the-employee-experience"},"modified":"2021-12-08T16:39:31","modified_gmt":"2021-12-09T00:39:31","slug":"rethinking-wem-its-all-about-the-employee-experience","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/rethinking-wem-its-all-about-the-employee-experience","title":{"rendered":"Rethinking WEM: It\u2019s All About the Employee Experience"},"content":{"rendered":"

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\nWhen we think about the term \u201cworkforce,\u201d we often think about a large group of agents who, when combined, average out all experiences. But when we think about agents as unique individuals with specific skills, we\u2019re able to personalises the employee experience \u2014 just like we do with customers. <\/span>\u00a0<\/span><\/p>\n

Recently, Paul Turner,\u00a0Workforce Engagement Management (WEM)\u00a0Solution Lead\u00a0at\u00a0Genesys, and Merijn\u00a0te\u00a0Booij, GM WEM\u00a0at\u00a0Genesys\u00a0spoke\u00a0about\u00a0the\u00a0shift\u00a0on a\u00a0live, interactive broadcast, followed by a podcast\u00a0on how\u00a0Genesys\u00a0is rethinking\u00a0as the workforce engagement management as the industry changes rapidly.\u00a0<\/span>\u00a0<\/span><\/p>\n

Attrition is a major risk<\/span><\/a>\u00a0to delivering a great customer experience, so companies must focus more on the\u00a0individual employee experience.\u00a0High employee turnover rates mean companies need to consistently train new employees, which could lead to longer wait times for customers\u00a0\u2014\u00a0and more frustration for everyone.\u00a0According to Gallup,\u00a0<\/span>disengaged employees cost companies<\/span><\/a>\u00a0$250 to $300 billion per year in attrition, subsequent requirement, training and onboarding costs.\u00a0<\/span>\u00a0<\/span><\/p>\n

Giving employees a better work-life balance and supporting their onboarding and development through coaching and learning tools can create an empowered,\u00a0engaged\u00a0and loyal\u00a0workforce.\u00a0<\/span>\u00a0<\/span><\/p>\n

And WEM\u00a0tools<\/a>\u00a0are a critical part of the equation \u2014 they can\u00a0do all this\u00a0while\u00a0improving\u00a0performance and adding\u00a0some friendly competition\u00a0to the workday\u00a0through gamification.\u00a0<\/span>
\n<\/span>
\nFrom Commodities to Assets<\/span><\/b>\u00a0<\/span><\/p>\n

Traditional workforce optimisation (WFO) solutions only focused on operational objectives, such as service levels and average speed of answer. They were designed to capture historic ACD data to create a forecast and produce schedules. In this process, employees were considered a commodity or cost, which often led to high attrition rates and low engagement. Although WFO brought together various single-point solutions \u2014 workforce management, quality management, performance management and analytics \u2014 the primary focus remained on driving operational metrics and efficiency. <\/span>\u00a0<\/span><\/p>\n

But the workforce has changed considerably in recent years. Employees want to know they\u2019re appreciated in the work they do. High-performing contact centre employees value having a sense of personal responsibility and autonomy. The want to learn new skills and opportunities for advancement, shows the Genesys report \u201c<\/span>Human values: The operating system for a high-performing contact centre<\/span><\/a>.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

Successful\u00a0companies\u00a0put their employees first, viewing\u00a0their\u00a0employees\u00a0as\u00a0assets. And\u00a0managers are leveraging\u00a0WEM\u00a0capabilities to\u00a0increase employee engagement and\u00a0reduce attrition.\u00a0Modern\u00a0<\/span>WEM focuses on generating a positive employee experience, driving the right behaviours, performance and culture \u2014 and integrating all this into a single solution.\u00a0<\/span>
\n
\n<\/span>Cloud and WEM Make a Great Team\u00a0<\/span><\/b>\u00a0<\/span><\/p>\n

There are several benefits with aligning an engaged workforce to a modern omnichannel routing solution that\u2019s ideally deployed in the cloud and offers agility, elasticity and flexibility. Further benefits include the ability to remove complex integrations between disparate systems and eliminate costly upgrade cycles and associated system downtime. Using an all-in-one cloud contact centre solution also simplifies procurement processes and reduces overhead associated with hardware costs and IT salaries. <\/span>\u00a0<\/span><\/p>\n

While many companies have been considering a cloud contact centre solution, the COVID-19 pandemic only accelerated adoption. And that\u2019s led to the expansion of WEM capabilities that perfectly complement remote workforce management, including the need for coaching, learning and gamification to support staff onboarding and development. Cloud technology enables work at home, work in office and any hybrid model while reducing total cost of ownership. <\/span>\u00a0<\/span><\/p>\n

The pandemic has\u00a0also forced companies to allow for\u00a0flexible employee schedules\u00a0as working hours have changed \u2014 with people home schooling children or caring for friends and family members. WEM caters to this\u00a0flexible work\u00a0dynamic with\u00a0rules and constraints\u00a0to\u00a0help planners schedule employees\u00a0around their needs\u00a0instead of being tied to\u00a0traditional work schedules.\u00a0<\/span>\u00a0<\/span><\/p>\n

As the traditional workforce dynamic continues to evolve, the need for a single cloud contact centre solution that incorporates intelligent WEM capabilities has never been more important. Find a workforce engagement management solution that personalises the employee experience \u2014 focusing on the human side of your contact centre \u2014 to improve employee satisfaction and, ultimately, your customer experience. <\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_section][vc_row][vc_column]

\"wem<\/div>

See how Genesys WEM software makes it easy to create great employee experiences and simplifies operations while increasing efficiency.<\/p>\n<\/div>

Learn more<\/div><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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