Managing the workforce has never been more complicated. Not only do businesses have to keep on top of countless generations of different workers spread across hybrid, remote, and in-office environments, but keeping them focused and engaged is more complex.
Fortunately, there are software solutions designed to address these issues. Workforce Management (WFM) ensures that organizations have the correct number of employees with the appropriate skills to manage workflows.
Workforce Optimization (WFO) builds upon this by integrating tools like quality management and performance analytics, enhancing operational efficiency and employee effectiveness. Taking it further, Workforce Engagement Management (WEM) focuses on enriching the employee experience, recognizing that engaged employees are key to delivering exceptional customer service.
So, what are the real differences between these three solutions, and how can companies ensure they’re investing in the right software?
What is Workforce Engagement Management vs. WFO vs. WFM?
The trouble with the question: “What is WEM vs. WFO vs. WFM?” is that these workforce-focused tools have overlapping features and functionalities. They’re all designed to improve how companies manage their teams and allocate resources. However, they concentrate on slightly different things. Here’s what businesses need to know when assessing their software options.
What is WFM? Workforce Management
WFM (Workforce Management) software, is basically the “original” solution for workforce management. It gives companies the tools and resources they need to allocate people and resources to tasks, track attendance, and ensure everything in an organization is flowing smoothly.
Though the features of WFM technologies have evolved over the years, particularly with the introduction of advanced AI and automation capabilities, the core elements of a WFM platform usually include tools for:
- Data Collection and Analysis: WFM tools help companies make strategic, data-driven decisions by unearthing insights from historical data. They can monitor patterns in call volumes, customer inquiries, and agent performance to guide growth opportunities.
- Forecasting and Scheduling: Businesses need to ensure they’re getting the most value out of their people and resources. WFM tools help to minimize the risk of overstaffing and understaffing by assessing past data to “predict” future needs. This helps companies assign resources to tasks more effectively.
- Team Management: WFM tools also give organizations solutions to manage their teams in real-time. They can help supervisors identify performance issues, track attendance and how employees are using their time, and provide insights into KPIs (Key Performance Indicators).
WFM solutions can even assist with regulatory compliance, helping organizations automate processes related to assigning working hours or managing overtime.
The Benefits of WFM Solutions
- Improved Service: Accurate forecasting and scheduling ensure that companies have the resources they need to handle customer interactions fast, improving CX.
- Cost Savings: By aligning staffing with actual needs, WFM minimizes idle time and curtails unnecessary overtime, leading to cost savings.
- Elevated Agent Productivity: Clear expectations and balanced workloads empower agents to perform more effectively, reducing productivity issues.
- Improved Employee Satisfaction: Flexible scheduling options contribute to better work-life balance for team members, reducing burnout and turnover.
What is WFO? Workforce Optimization
So, what is WEM and WFO? WFO (Workforce Optimization) is a business strategy powered by technology designed to improve employee performance and customer satisfaction. It might sound the same as WFM, but WFO generally builds on WFM with more features and capabilities.
Where WFM focuses mostly on daily operations like scheduling and adherence to key performance indicators, WFO offers a broader perspective. It addresses overarching challenges such as overtime, agent stress, disengagement, and idle periods that can impede success.
Just like WFM solutions, WFO tools are evolving with the integration of AI, advanced analytics, and automation tools, but their core features focus on:
- Quality Assurance (QA): By regularly evaluating customer interactions, including call monitoring and chat reviews, companies can adhere more effectively to performance standards, and proactively address issues.
- Speech Analytics: With advanced technology, companies can analyze verbal interactions to extract insights into customer sentiment and agent performance. By examining tone, keywords, and speech patterns, organizations can better understand customer needs and refine agent training programs.
- Process Automation: Implementing automated systems to handle repetitive tasks reduces manual effort and minimizes errors. Automation streamlines workflows, allowing agents to focus on more complex customer inquiries and enhancing overall efficiency.
Many WFO solutions also provide access to a range of other tools for talent development (such as coaching solutions or integrations with learning management systems). Some will also feature tools to boost employee engagement, like dashboards with performance scores or gamification elements.
The Benefits of WFO Solutions:
- Enhanced Service Quality: Constantly monitoring and analyzing interactions helps organizations to uphold high service standards, leading to increased customer satisfaction and loyalty.
- Operational Efficiency: Automating routine tasks and scheduling helps to reduce operational costs and improve resource utilization.
- Employee Satisfaction and Retention: Investing in talent development and fostering a supportive work environment leads to higher job satisfaction, reducing turnover rates and retaining top talent.
What is WEM? Workforce Engagement Management
So, finally, what is WEM? Workforce Engagement Management (WEM) is a strategic approach to workforce management that prioritizes actively motivating and empowering employees. It builds on both WFM and WFO solutions with a stronger focus on employee experience.
By introducing tools for knowledge and performance management, gamification, feedback collection, and more, WEM helps to keep teams enthusiastic about their roles. The latest cutting-edge software introduces various tools, from AI coaches for agents to automated quality assurance systems. Overall, the features of WEM tools focus on:
- Knowledge Management: WEM solutions ensure employees have easy access to information and training at all times, with knowledge bases, guides, and Copilot assistants.
- Performance Management: WEM tools allow for real-time monitoring and assessment, helping managers identify improvement opportunities and deliver training proactively.
- Gamification: Incorporating game-like elements into daily tasks makes work more engaging and rewarding. Gamification boosts morale and productivity by introducing challenges, leaderboards, and rewards.
- Reward systems: Many WEM solutions come with solutions that help companies deliver recognition and rewards to employees, improving morale.
- Additional tools: Most WEM systems also incorporate the features of WFM and WFO solutions for scheduling, forecasting, reporting, and quality assurance.
The Benefits of WEM Solutions
- Enhanced Employee Satisfaction: A focus on engagement and development leads to happier employees who are more likely to stay with the company, reducing turnover rates.
- Improved Performance: Engaged and motivated employees tend to be more productive, contributing to better overall organizational performance.
- Elevated Customer Experience: Satisfied employees are more inclined to provide exceptional service, leading to increased customer satisfaction and loyalty.
Which Option is Best for Businesses?
For companies asking, “What is WEM?” and wondering how it compares to WFO and WFM software, the next question is often, “Which tool is best?” ultimately, the answer to that question all depends on an organization’s needs.
WFM ensures that resources and employees are effectively allocated to tasks, while WFO focuses on refining and enhancing workplace activities. WEM builds on both solutions, placing the employee experience at the center of a company’s growth plan.
For companies investing in next-level team performance, embracing a combination of WFM, WFO, and WEM solutions may be best. Or it might be that upgrading to a comprehensive WEM platform, with included WFM and WFO features, makes the most sense. For most organizations, WEM represents the “next era” of employee management.
What is Workforce Engagement Management? The Future of Workplace Management
Ultimately, while WFO and WFM solutions still offer value, WEM systems, with their comprehensive focus on resource management and employee engagement, often unlock the best opportunities for businesses. These solutions empower companies to take a comprehensive approach that aligns scheduling, optimization, and engagement strategies.
