Workforce engagement management (WEM)

Managing a workforce is no easy task. Contact centre managers need to keep things running efficiently, keep customers onside, and keep employees motivated—in an industry where staff turnover is super-high.

It goes without saying that you need the right tools to achieve this. Workforce management (WFM) software is part of good contact centre solutions, but larger businesses may find they need a few extra elements.

Let's take a closer look at the evolving world of workforce engagement management and see how a good contact centre solution can help you stay on top of employee engagement, customer satisfaction, and quality management.

What you may not know about WEM

You’ll notice a lot of acronyms flying around in this article: WFM, WEM, WFO, QM...

Quick refresher: Workforce management (WFM) refers to the process of scheduling and managing your staff, while QM (quality management) is the process of ensuring consistently great service.

Then there's WFO, or workforce optimisation, which is how you optimise productivity and reducing costs in order to maximise customer engagement. (You've probably heard of names like Calabrio or Verint.)

While a customer-focused approach is great, businesses are now realising that employee experience and wellbeing are critically important for a great customer experience—and a successful contact centre. That’s where workforce engagement management (WEM) comes in, aiming to solve the overarching issues of staff management, optimisation, and churn, without sacrificing customer experience.

The idea is to encourage engagement throughout the employment lifecycle. Generally, it’s about supporting employees to do their jobs well, while boosting customer loyalty in the process.

These solutions encompass both workforce management and quality management, and integrate with CCaaS platforms.

Important elements of workforce engagement management

It’s up to you to decide how you’ll implement WEM, but here are a few crucial elements:

Recruitment and onboarding

This process should set the standard for employee engagement, with clear expectations, comprehensive training, and the chance to ask for clarification. Your staff should quickly become familiar with the tools and processes used in your contact centre.

Evaluation and improvement

Managers and staff should know which metrics will be used to measure agent performance and what represents a good or bad score. You need a WEM solution with centralised analytics to show who’s excelling (and who’s struggling), as well as defining clear protocols for improvement.

Performance management

When a manager spots an issue or an agent needs help, they should be able to easily access smart coaching tools. Gamification is another way to boost employee engagement.

Time management

This includes forecasting, scheduling, and intraday management—that’s where you prepare yourself for unexpected changes in staff levels or call volumes, and reforecast targets accordingly. Customer self-service tools and other features like an auto attendant or IVR are also super-handy for busy periods. Fun fact: Dialpad comes with built-in analytics and heat maps that show you things like average speed to answer and call volume patterns:

Task management

Create workflows that spread tasks out fairly, help everyone understand their roles, and provide agent-assistance tools (like Dialpad’s pop-up Real-time Assist cards). You can also enable shift-bidding and schedule-swapping, empowering employees to tweak their own workload and showing that you trust them.

Employee recognition

The aim is to improve the agent experience, which can be even harder with remote workers. WEM makes sure that all employees have a voice and are recognised for their good work, as well as demonstrating transparency and connectedness.

Recent data on CX and employee attrition impacts on business

As we mentioned earlier, it’s an unfortunate fact that contact centres suffer from high staff churn. The industry has turnover rates of 25% to 35%, and the organisational cost could be as much as a whopping 150% of an employee’s yearly salary.

And it’s not only employee attrition that affects your bottom line. In the US alone, companies lose nearly $700 billion in revenue due to poor customer service. It’s clear that contact centres need to address the way they treat both agents and customers if they want to remain profitable­. They also need to keep in mind that in the modern environment, competitors are only a mouse-click away.

Critical capabilities of WEM

Meeting staffing needs—forecasting and scheduling

WEM aims to ensure your contact centre is neither overstaffed or understaffed, striking a balance between maximising coverage and minimising idle time.

If you’re managing 50+ agents, you definitely need advanced workforce management tools to help you predict how many staff are required, and to organise the schedule. Providing employees a good work/life balance while accommodating business volume demands is tricky without automated assistance from modern solutions equipped with AI.

With Dialpad’s contact centre software, you can use heatmaps to visualise call volume patterns and average answer speed, while our fully integrated Playvox WFM solution adds real-time forecasting and automated omnichannel scheduling.

Performance evaluation

To give effective feedback, you need to first gather and analyse the right activity data. WEM solutions should empower you to easily evaluate the overall performance of your contact centre and see metrics for individual agents, as well as specific teams.

Playvox, for example, gives you real-time data from voice, chat, social, and ticketing platforms to help you monitor adherence (agents sticking to the plan) and occupancy.

In general, look for tools that let you measure average answer times and frequency of first call resolution, and AI which provides sentiment analysis to determine if your callers are happy. In Dialpad, a supervisor can quickly scan all active calls and monitor sentiment. If a call looks like it's going south, they can read the live transcript before deciding whether to jump in:

Coaching to drive performance

WEM is also about personal and professional development, so you’ll need a way to provide ongoing training for all agents. Coaching tools might include call recording, battlecards, training courses, and assessment quizzes. Quick tip: Always allow agents to offer feedback on how they think the coaching is going. It'll help you improve the coaching!

Workforce analytics

Your WEM platform should have easy-to-view dashboards and reports that show you what’s happening in every corner of the contact centre, to help with performance management and agent engagement. But what types of analytic should you be looking at?

Dialpad gives you speech analytics, Custom Moments (revealing new problems or repeated competitor mentions), sentiment analysis—plus text analytics, because customer service isn’t just about voice calls! (The added Playvox functionality provides deeper insights into adherence, occupancy, service levels, and forecast accuracy.)

Quality management

Besides keeping a close eye on employee engagement, managers have to ensure they deliver consistently high-quality service. There’s a lot to think about, so it’s good to centralise all interactions in one platform—again, the fully integrated Dialpad + Playvox solution is designed for this.

Playvox QM adds robust quality management to Dialpad’s cloud contact centre platform, integrating with customer service and CRM platforms like Salesforce, Intercom, Zendesk, and more:

Voice of the Customer (VoC) relevance

Voice of the Customer is a big thing in WEM. Customer feedback doesn't cost anything, and it can give you great insights into specific agent performance and help you spot issues, make customers feel valued, and improve your customer experience.

What's underrated, though, is that with the focus on employee engagement in WEM, you can also use VoC surveys to capture ratings and feedback, and pair it with agent evaluation data to identify issues and provide more effective training.

Voice of the Employee (VoE) programs

As you might expect, VoE is at the forefront of WEM. It involves asking employees for their feedback, giving them an official channel to express opinions and concerns, without fearing the consequences. Managers can use these insights to engage and motivate agents, and develop a culture where feedback is encouraged.

VoE programs often take the form of surveys with questions like: Do you feel your manager values your opinion? Are you proud to work for this company? Are there any further resources you need to do your job?

Employee recognition programs

Beyond just giving agents extra help when needed, it’s important to recognise good work and commitment. This helps keep agents motivated, and can also inspire the whole team to greater things.

Some WEM systems allow staff to earn points and badges based on quality scores or other metrics, or let you give virtual shoutouts. In Playvox, you can create your own customised “Karma Store” to reward agents with points that they can exchange for gifts.

Motivation and gamification tools

As we mentioned earlier, gamification and incentivisation help to keep your agents focused on their key objectives and have a bit of fun at the same time.

When you add Playvox to Dialpad Ai Contact Centre, you can access customisable and gamified motivation (including a built-in social Community Wall to encourage team spirit and inspiration).

How does WEM improve contact centre environments (and performance)?

Improves agent retention

The job of an agent can be a thankless task, dealing with high call volumes and irate customers. WEM tries to address that with the right management and the tools­—meaning the workload will be less stressful, and your customers will have no reason to complain.

With better staffing and robust training, agents can answer calls quickly and give their full attention to each one, as well as having access to customer information through integrated CRMs. It’s rewarding when they solve a problem first-time and earn the customer’s respect.

The opportunity for feedback and career development also increases the likelihood of retention. Today, employees are used to frequent job changes, and this will likely become even more common with the next generation—taking care of agents is key to reducing your turnover.

Improves customer satisfaction and loyalty

Effective forecasting, scheduling, and training goes a long way toward keeping customers happy. They won’t have to spend ages on hold or get passed around multiple agents—smart routing tools mean they’ll always be directed to the most suitable person.

This also means your abandoned call rate will decrease, as agents can pick up the phone before the customer has a chance to slam it down in frustration! This uptick in your metrics will keep everyone happy and motivated.

Great customer service makes callers feel that your business really cares about their needs. Satisfied customers give good feedback and leave good reviews, as well as sharing their experience with others.

Improves customer lifetime value

A better customer experience also breeds long-term loyalty, which is not to be underestimated. It’s six to seven times more expensive to acquire a new customer than to retain an existing one!

Since customer lifetime value (LTV) represents the total revenue generated by a customer over their entire journey with your company, encouraging them to stick around will certainly boost your bottom line.

A dedicated customer experience (CX) platform can help you do that. Dialpad's built-in artificial intelligence technology is designed to give your customers self-service options and provide faster answers with its unique blend of conversational AI and deep semantic search.

Helps optimise contact centre budgets

A good automation tool doesn't just streamline your workflows. It can provide more accurate forecasting and show you how many staff are needed, so you won’t be paying someone to sit around when there’s no work to do—nor will you have to call agents in at the last minute (and pay extra) to help with a sudden rush.

And with lower staff turnover, you'll also spend less on recruiting and onboarding new hires!

Helps contact centres maintain compliance with privacy regulations

Training agents on your products or services is one thing, but there's the compliance and privacy regulations piece too. Again, having a good communication platform can be very helpful—Dialpad, for example, can automatically pop up notes on agents' screens to remind them of the rules during calls when certain keywords are spoken (like "credit card number").

With its open API, you can also set it up to automatically pause recordings, for example, as credit card information is being entered:

Other important features to look for in a WEM solution

Call recording

Call recording is another essential feature to look for in contact centre software. It helps you avoid disputes, and you can use recordings in training to show agents examples of both positive and negative calls.

All-in-one team communications

In WEM, communication is crucial—from managers setting clear expectations and giving feedback, to agents raising concerns. And it’s not just about talking shop: Chatting with colleagues promotes wellbeing and prevents loneliness for remote workers.

For a truly Unified Communications as a Service (TrueCaaS) experience, check out Dialpad’s cloud communications platform. With voice, video, group chat, SMS/MMS messaging, and a contact centre platform all in one place, there’s no need to toggle between apps:

Learning and knowledge management

With a good WEM solution, you're essentially committing to ongoing learning and making sure agents feel confident in delivering efficient service. As well as training and coaching, it’s good to create a knowledge base where agents can easily search for information.

Learning management is built into Playvox, with instructional courses to improve agents’ skill sets. You can track agent results and improvements or deficiencies, and use learning comprehension checks.

4 questions to ask before investing in a WEM platform

1. How distributed is our workforce?

You might have a completely virtual cloud contact centre, or a hybrid model with some on-premises staff. Either way, it’s vital to keep everyone in touch and on the same page, with tools for productivity and communication.

2. Which workforce KPIs do I need to track?

Decide which KPIs to measure so that you have something to aim at. How will you evaluate whether your employees are more engaged and productive, and whether the customers are happier? Do you have the right tools in place to do this?

3. Is our workforce prepared to transition to a WEM platform?

Managers and agents need the right mindset before you get started. It’s important to keep everyone involved and informed, and explain why you want to implement WEM for a better employee experience. Ask for feedback—what tools would they like to see?

4. Does the platform align with our current IT solution stack?

If you want to keep using some of your existing tech, you need to integrate new tools quickly and smoothly. Dialpad, for example, is great at this, since it has integrations with a whole ecosystem of solutions. Of course, one of these is Playvox, which uses Dialpad APIs to connect agent data and activity in real time.

Ready to scale your workforce engagement management?

If you want to motivate and retain employees while maintaining quality, efficiency, and customer satisfaction, a WEM solution is the ideal addition to your contact centre platform.

Pairing Playvox’s AI-powered workforce engagement management solution with Dialpad Ai Contact Centre will not only help you reduce costs, but also help your agents become more efficient—and all the tools you need come in one package.