Workforce Engagement

Workforce Engagement (WEM) is a comprehensive strategy aimed at boosting agent engagement within contact centres. It encompasses a range of activities, including agent recruitment, onboarding, training, scheduling, development, motivation, and more. In terms of software capabilities, WEM includes tools like workforce management, quality management, call recording, and performance management. 

Traditionally, these activities and software tools fell under the umbrella of Workforce Optimisation (WFO). However, the contact centre industry has shifted its focus from merely optimising labour productivity and managing costs, as was the primary goal of WFO, to a more employee-centric approach aimed at engaging agents throughout their entire employment journey placing a stronger emphasis on performance and quality management.

It is widely acknowledged that agent engagement significantly impacts the customer experience, leading to a consensus within the industry that enhancing agent work experiences benefits both agents and customers.  The combination of already high turnover rates, evolving agent demographics, and the propensity of younger generations to change jobs more frequently than previous generations has created considerable retention challenges. High turnover not only affects the customer experience but also has a direct impact on the contact centre’s financial performance.

While implementing a WEM strategy may initially appear challenging, modern technology can simplify and enhance agent engagement efforts, making them more efficient and sustainable.