{"id":27438,"date":"2022-05-13T10:34:08","date_gmt":"2022-05-13T09:34:08","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=27438"},"modified":"2022-05-18T19:38:51","modified_gmt":"2022-05-18T18:38:51","slug":"what-is-workforce-engagement-management-wem","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/what-is-workforce-engagement-management-wem\/","title":{"rendered":"What is workforce engagement management (WEM)?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Workforce engagement management refers to the technology that companies use to increase engagement among their customer service employees. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">This includes employee training tools, tools that monitor employee interactions with customers, and tools or strategies that motivate employees.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Just as dedicating time to honing the customer experience yields desirable results, the same is true of your workers&#8217; experience.\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-one\"><p>&#8220;Workforce engagement management improves the employee experience&#8221;<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">Workforce engagement management aims to do just that by focusing on employees\u2019 needs. From recruitment and onboarding to training and staffing, workforce engagement management improves the employee experience, leading to more productive, content, and engaged employees.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">It\u2019s been said that the term \u201cworkforce engagement\u201d is a product of today\u2019s business culture, in which employees \u2013 like customers \u2013 expect more when it comes to how they\u2019re treated. Employees want to know they\u2019re valued and appreciated, and they want to understand how they fit into their employer\u2019s overall strategy.<\/span><\/p>\n<h2 id=\"what-does-workforce-engagement-management-wem-do\"><b>What does workforce engagement management (WEM) do?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Companies use workforce engagement management (WEM) tools for a variety of reasons, including:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Planning workforce needs and scheduling employee rosters.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Routing certain customer questions\/requests to specific customer service representatives based on the level of expertise.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Recording customer service interactions for employee monitoring and training purposes.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Providing product knowledge training to customer service employees.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Tracking customer service employee performance and productivity.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Evaluating how satisfied customers are after a customer service interaction.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For some all-digital teams, employees can take advantage of internal messaging solutions to share information and product knowledge with one another while automating the routing of customer service assignments.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Self-serve options and chatbots also help to reduce customer service teams\u2019 workloads by assisting customers with common issues without the need for customer service representative involvement.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This means customer service employees spend more of their time helping customers with unique needs and adding real value to the customer experience, which can help to reduce employee burnout.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Workforce engagement management (WEM) refers to the technology used to increase engagement among its customer service employees.<\/p>\n","protected":false},"author":513,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[1],"tags":[12724,25018,25040,25039],"coauthors":[25017],"class_list":["post-27438","post","type-post","status-publish","format-standard","hentry","category-uncategorized","tag-faqs","tag-glossary","tag-wem","tag-workforce-engagement-management"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What is workforce engagement management? 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