Workforce engagement management (WEM) involves strategies and tools to maximize the engagement, performance and satisfaction of employees. In the context of a call center, this could involve scheduling and workforce optimization tools, performance management systems, learning and development programs and quality management tools to enhance communication and collaboration.
As technology and AI continues to evolve, businesses must evolve their processes and best practices. Brands also need to consider how these changes will impact their employees and which KPIs are critical to their business. Having a solution that helps make these changes to practices, processes and goals reduces the friction associated with adopting new technologies.