Workforce Engagement Management (WEM) is emerging as the next generation of Workforce Optimization (WFO) in the customer service realm. While it still includes major components like Quality Management and WFM, which focuses on schedule optimization, task assignment, and resource allocation, WEM encompasses a broader spectrum of tools designed to keep employees engaged, motivated, knowledgeable, and productive.
1. Increased Employee Engagement & Retention
Alarmingly, the call center attrition rate stands at 38% or more as of 2022 (SQM). Fortunately, WEM offers a solution to boost agent engagement and performance management significantly.
WEM reduces turnover through advanced insights and tools that motivate agents, fostering a culture of continuous feedback and skill development. Gamification plays a crucial role in this process, increasing engagement among teams and enabling metric tracking, thereby allowing employees to receive recognition for their hard work.
2. Improved Customer Support & Experience
WEM, coupled with Quality Management (QM) tools, transforms customer support by facilitating more meaningful interactions and ensuring high-quality service. These tools help customer service teams meet and exceed expectations, industry standards, and service goals. Interaction monitoring identifies areas for improvement, while QM’s built-in scorecards streamline the evaluation of employee performance and initiate customized agent coaching. Additionally, Conversational Analytics offers AI-powered insights into customer-agent interactions, ensuring compliance and reducing average handling time (AHT).
3. Boosted Productivity & Operational Efficiency
Echoing the principles of WFO, WEM employs WFM and QM to drive productivity and operational efficiency. WFM tools offer contact center managers visibility into how agents allocate their time, assess productivity levels, and monitor agent adherence. These insights enable real-time adjustments and proactive management. QM tools further support this by identifying performance trends and knowledge gaps and enhancing decision-making processes.
4. Better Agent Onboarding Experience
Integrating WEM solutions during the onboarding phase enhances the employee experience by prioritizing engagement and skill optimization from the outset. Managers gain valuable insights into new agents’ performance, allowing for targeted coaching and feedback. In turn, they can accelerate the learning curve for new hires and help managers identify skill gaps and additional training needs, ultimately refining the overall training and onboarding program.
5. Labor Cost Reduction
WFM tools play a pivotal role in managing staffing levels efficiently. They use historical data to forecast future staffing needs and agent adherence data to inform staffing decisions throughout the day. This approach ensures balanced workloads, prevents overstaffed or understaffed shifts, and eliminates reliance on error-prone spreadsheets, thereby reducing labor costs and increasing contact center efficiency.
Optimize Agent Performance with WEM by DVSAnalytics
WEM serves as a transformative tool in the modern business environment, driving improvements in agent engagement and retention, enhancing customer support and experience, boosting productivity and operational efficiency, refining agent onboarding processes, and significantly reducing labor costs. Using a comprehensive WEM solution, contact centers can ensure that they are exceeding customer expectations.
To experience these benefits firsthand and see how DVSAnalytics can elevate your contact center’s performance, get in touch with us today for a demo of our WEM solutions.
