Workforce engagement management 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.
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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?
