As businesses increasingly target customer experience (CX) as a competitive differentiator, some organizations have begun to realize that truly exceptional CX starts with highly engaged employees. Because of this, workforce engagement management (WEM) has emerged as a strategic approach to achieving pressing business goals.
But what exactly is workforce engagement management, and why does it make sense for contact centers? In this blog post, we’ll delve into the intricacies of WEM, explore its benefits, and understand how it can be leveraged within contact centers for a competitive advantage.
What is workforce engagement management?
Workforce engagement management focuses on maximizing the engagement, productivity, and satisfaction of employees within a contact center. Unlike traditional workforce management (WFM) which primarily deals with forecasting, scheduling, and adherence, WEM encompasses a broader range of activities to enhance the overall employee experience.
WEM may include elements like:
- Employee feedback and surveys: Gathering and acting on employee feedback to improve workplace conditions and policies.
- Performance management: Regular reviews, goal setting, and performance tracking.
- Training and development: Providing continuous learning opportunities and skill development.
- Gamification: Using game-like elements to motivate and engage employees.
- Wellness programs: Initiatives focused on the physical and mental well-being of employees.
Why workforce engagement management makes sense for contact centers
Contact centers are known as high-stress environments with high employee turnover rates. Implementing WEM can help address these challenges by creating a more supportive and engaging workplace. When deployed strategically, WEM can drive improvements across key contact center priorities, such as:
Enhanced employee satisfaction and retention
By focusing on employee engagement and well-being, contact centers can reduce turnover rates and retain skilled agents. In fact, highly engaged employees are a staggering 87% less likely to leave their jobs, according to Gallup.
Improved customer experience
Engaged employees are more likely to provide better service, leading to higher customer satisfaction. Studies show that companies with highly engaged employees see a 20% increase in customer satisfaction ratings.
Increased productivity
Employees who feel valued and supported are more motivated to perform at their best, resulting in higher productivity levels. Rather than feeling pressured, engaged employees have what they need to succeed and are motivated to do their best.
Tighter alignment with goals
WEM provides tools for continuous performance monitoring and improvement, ensuring that agents meet their targets and directly contribute to the organization’s goals.
Leveraging WEM to target business goals
Beyond its clear applications in the contact center, effective WEM strategies align closely with overall business goals as well. Workforce engagement management can be used to target top strategic objectives, such as:
- Enhancing customer satisfaction: Use employee feedback and performance management tools to identify areas for improvement and provide targeted training to address customer service issues.
- Reducing operational costs: Improve scheduling efficiency and reduce absenteeism through wellness programs and engagement initiatives, ultimately lowering costs.
- Boosting sales and revenue: Utilize gamification to motivate agents to achieve sales targets and provide incentives for high performance. More broadly, engaged employees translate to a better bottom line—companies with a high-engagement culture are 21% more profitable than their less-engaged competitors.
- Improving compliance and quality assurance: Implement regular training and development programs to ensure agents are well-versed in compliance requirements and quality standards.
Capitalizing on advancements in workforce engagement management
As with virtually every other area of business, artificial intelligence (AI) is playing an increasingly vital role in enhancing WEM strategies. AI-enabled WEM may include advanced features and capabilities like these, further increasing the impact of workforce engagement management.
Predictive analytics
AI can analyze historical data to predict future trends, such as call volume and employee turnover, allowing for more accurate forecasting and scheduling.
Sentiment analysis
AI-driven sentiment analysis can assess employee feedback and interactions to gauge engagement levels and identify areas for improvement without supervisor intervention.
Automated training and development
Personalized training programs based on individual performance and learning styles can be created by AI-enabled solutions, ensuring that agents receive the most relevant and effective training.
Real-time performance monitoring
AI-powered tools can monitor agent performance in real time, providing instant feedback and coaching to help agents improve their skills when it really counts.
Chatbots and virtual assistants
By handling routine tasks and queries, AI assistants free up agents to focus on more complex issues, improving overall productivity and enhancing engagement.
With all of this in mind, it’s important to consider the involvement of AI when evaluating WEM solutions for your contact center—while WEM strategies are valuable on their own, AI-enabled tools will yield far greater results.
Engaging agents for long-term success
Workforce engagement management is a powerful approach that can transform the way contact centers operate. By focusing on employee engagement, contact centers address the root of their top priorities, allowing them to achieve higher levels of satisfaction, productivity, and performance.
With the right WEM solution, contact centers can create a more engaging and productive work environment, ultimately driving better business outcomes and cultivating long-term success. To learn more about how you can implement workforce engagement management in your contact center, get in touch with Cresta.
