What Is WEM?

What Is Workforce Engagement Management?

Workforce Engagement Management (WEM) is the management approach that deals with contact centre employee performance. WEM encompasses the entire lifecycle of contact centre employees:

• Hiring
• Onboarding
• Assigning KPIs
• Managing
• Motivating
• Rewarding
• Call recording
• Optimization

WEM has evolved from what used to be known as “Workforce Optimization” or WFO. WFO focused on efficiencies and managing end results, with a focus on metrics such as per-employee productivity and costs.

WEM takes a more holistic, pyramid-flip approach, focusing on driving results through engaging employees. WEM tools include call recording, performance management, quality management tools, and workforce management.

Contributed by: Centrical

To find out the key differences between Workforce Management (WFM), Workforce Optimization (WFO) and Workforce Engagement Management (WEM), check out this next: What Is the Difference Between WFM, WFO and WEM?

Author: Robyn Coppell
Reviewed by: Megan Jones