Employee engagement continues to be a focal point for business leaders, especially in high-demand environments like contact centers. With the emergence of Workforce Engagement Management (WEM), businesses can significantly elevate their team’s commitment and performance levels. 

What is WEM?

WEM encompasses a suite of employee-centric software tools designed to impact contact center agent engagement throughout their employment lifecycle positively. It addresses critical facets of employment, including onboarding, training, scheduling, labor management, performance motivation, skill development, and more.

Moreover, WEM is designed to address changing agent demographics and high employee turnover in contact centers. By expanding on the optimization of traditional contact center tools and their labor productivity and cost management capabilities, WEM helps to increase the focus on performance and quality management.   

Originating from the need to curb high turnover rates within the industry, WEM shows tremendous potential in boosting agent engagement and retention while seamlessly filling gaps in traditional management solutions.

Why is Employee Engagement Important for Contact Centers?

Employee engagement mirrors the level of commitment an employee harbors towards their job and organization. According to Gallup, companies boasting high levels of engaged employees witness a staggering 23% increase in profitability. Beyond influencing retention and performance metrics, engagement is essential for fostering a healthy employee-employer relationship in your contact center workforce, which in turn affects profitability. 

Key WEM Components

Interaction Recording

This component involves call recording and recording agent desktop screens to pinpoint areas needing improvement, compliance issues, quality assurance, and more. It offers insights into how agents handle customer interactions, their activities, handling times, resolutions, and sales efficiency.

Quality Management

Quality management facilitates the evaluation of employee performance and delivers automated coaching opportunities. Built-in scorecards rate agent performance, while targeted coaching provides immediate training. Gamification elements further incentivize and motivate agents, enhancing their productivity and engagement.

Conversation Analytics

Powered by AI, conversation analytics analyze customer-agent interactions to ascertain customer sentiment, recognize and address issues, cut down average handling time (AHT), ensure compliance, and identify training necessities.

Agent Guidance 

Agent guidance is a system that provides agents with “next best action” prompts during live customer interactions, enabling swift resolutions and tailored support. Real-time assistance proves invaluable in intricate situations, where agents juggle multiple systems and datasets, ensuring they can navigate complexities in interactions with ease and precision.

Workforce Management

Workforce Management accurately forecasts staff needs and schedules appropriately and monitors performance via real-time task adherence. It allows staffing based on skill sets and historical data, ensuring contact centers meet service objectives efficiently and cost-effectively.

How WEM Can Make a Difference in Contact Center Operations

The adoption of WEM in contact center operations can lead to:

• Reduced Attrition: By addressing the root causes of turnover and providing a supportive environment, WEM helps retain talented agents.
• Improved Quality Scores: Enhanced coaching and performance monitoring lift the quality of customer interactions.
• Higher Customer Loyalty: Engaged agents are more likely to provide exceptional service, fostering customer loyalty.
• Improved Interactions: With better training and motivation, agents handle calls more effectively, improving the overall customer experience.
• Optimized Staffing: Through accurate forecasting and scheduling, WFM ensures optimal staffing levels, improving efficiency and reducing operational costs.

Contact DVS to Learn More About WEM

Investing in WEM is a strategic move towards building a more engaged and productive workforce. And with the customer experience continuing to be a primary driver of differentiation and success, implementing WEM can significantly impact the bottom line.  

Contact DVS today to learn more about how our WEM solutions can benefit your contact center operations and help achieve your contact center operation goals.