Workforce engagement management (WEM) software has become a crucial resource for today’s businesses. Evolving from workforce optimization (WFO) technology, this technology helps companies enhance resource allocation while boosting employee engagement and performance.
The right tools can influence everything from business productivity to customer satisfaction while reducing talent turnover. That’s why the WEM technology market is growing incredibly and is expected to be worth $28.64 billion by 2033.
If you’re searching for a solution that enhances the hybrid workplace, improves onboarding, training, and scheduling, and keeps staff motivated, here are some of the top reasons to invest in WEM tech.
1. Improved Employee Engagement and Retention
One of the most significant benefits of workforce engagement management software is that it can significantly improve employee experiences, reducing turnover and churn. This is particularly crucial in the contact center, where talent attrition can pose a significant problem.
Unlike standard WFO solutions, WEM technology provides businesses with insights and tools to motivate and inspire team members. WEM solutions can help organizations craft a culture of continuous feedback, encouraging constant learning and boosting morale.
Business leaders can track metrics to determine which employees deserve recognition and rewards and also monitor which team members need extra support. Additionally, many solutions come with tools for gamification, which can boost engagement, even among hybrid and distributed teams.
2. Workforce Engagement Management Boosts Performance
By providing direct insights into employee performance metrics, Workforce engagement management software can significantly improve business performance. Intelligent Quality Assurance tools built into these platforms can help businesses identify potential issues in the workplace and implement training programs to overcome them.
Some solutions even come with AI tools that assist team members in constantly monitoring the results of all their support interactions, so they can adapt their strategies in real-time. There are even WEM platforms that include built-in AI assistants that can coach and guide team members.
Additionally, similar to Workforce Optimization tools, Workforce engagement management solutions can boost productivity and operational efficiency. They can offer visibility into how agents spend their time, how they adhere to schedules, and where they encounter recurring issues.
3. Workforce Engagement Management Enhances CX
WEM technology is excellent for companies that want to take a holistic approach to improving both employee and customer experiences, simultaneously. Investing in employee engagement and empowerment ensures you can enable your team members to deliver better support to customers.
One study by the Harvard Business Review even found a direct connection between employee satisfaction scores and customer experience. WEM technology can ensure you provide team members with the right tools to handle all interactions quickly and efficiently.
They can provide invaluable insights into the best ways to improve customer experience by measuring everything from customer sentiment to churn rates. They can even help companies to track common issues faced by customers, such as difficulty setting up new software. This allows companies to create comprehensive resources that benefit customers and reduce the strain on support teams.
4. Improved Resource Management and Reduced Costs
Perhaps one of the most obvious benefits of workforce engagement management software is that it ensures businesses can make the most of their available resources. These toolkits provide valuable insights into staffing levels and demand, allowing business leaders to allocate team members to the right channels, optimize their schedules, and forecast future trends.
With this information, business leaders can balance employee workloads and reduce the risk of overstaffing, which can significantly reduce business costs. At the same time, this software can help minimize the risk of “understaffing,” too.
Understaffing in the contact center can lead to issues from increased queue times to higher abandonment rates. With WEM technology, business leaders can ensure they have the resources in place to serve customers across every channel without waste.
5. Better Onboarding and Training Experiences
The insights gathered from workforce engagement management software can help businesses more effectively onboard and train new and existing team members. AI-powered tools offer information on what kind of support new agents need, ensuring business leaders offer the right training to new employees.
Automated quality assurance tools can give managers valuable insights into the performance of new and existing agents, so they can deliver targeted coaching and feedback. Some solutions even come with built-in AI tools that can deliver training and support in real-time.
Plus, these solutions make it easy for companies to offer professional development to team members, through integrated learning management software. They can allow companies to gather feedback from employees, which can be used to enhance training outcomes. They even ensure business leaders can reward and praise team members for their efforts.
6. Workforce Engagement Management Ensures Compliance
Finally, workforce engagement management software can contribute to a company’s compliance goals. This technology doesn’t just track performance scores and metrics; it can also help businesses determine whether their staff members adhere to compliance requirements.
Many WEM solutions come with recording software that allows companies to adhere to specific governance requirements, identify whether team members are asking for permission to record calls, and following other best practices.
It can even help businesses to ensure they’re adhering to labor laws by ensuring all team members are given reasonable schedules and are receiving the right remuneration for their work. This all helps to minimize the risk of fines and legal repercussions.
Invest in Workforce Engagement Management Tools
While workforce optimization software is a powerful resource for business leaders, workforce engagement management software adheres to the needs of companies today. It helps organizations make the most of their available resources, while improving employee engagement and customer satisfaction scores.
With the right technology, you can reduce costs and turnover in your organization, enhance interactions with customers, and stay one step ahead of the competition. Now could be the perfect time to invest in WEM software.
