Workforce Engagement Management

I'm curious, whats currently your favourite WEM feature you use and why?

(Example: My current favourite WEM-adjacent feature is Speech and Text Analytics - especially when paired with things like Predictive Routing.

GPR helps get the customer to the right person, but analytics helps us understand why the interaction went the way it did afterwards: topics, sentiment, trends, coaching opportunities, and all the "aha, that's what's really happening" moments. Basically, routing gets the right match; analytics gives us the receipts. 😄)

Looking forward to hearing everyones take 🐱

Great question, Marcus! We're always keen to hear what's working well for you all. 😊

What's your favourite WEM feature and why? Has it helped save time, improve planning, boost engagement, or solve a challenge for your team?

Jump into the discussion and share your experience - your insights could help inspire others in the Community too! 👏

Thanks!

Thought I'd simply ask, as there is so much happening right now around WEM it feels!

Hi @Marcus Andree,

In my case, it would also be Speech and Text Analytics. The difference is that we use it with Triggers to monitor some sensitive topics. When something is detected, we send an email to the responsible team to review it, so we have a chance to act and address the situation before it turns into a complaint.

Love this - Thanks for sharing this great (reactive/proactive) use case with us!

Schedule Generation with Work Plans & Forecasts.

Shifts automatically placed where they should be, lovely.

As you mention, I think the most impressive is the ability to interact between them, for instance: how QA interacts with STA (AI Scoring and Ev Assistance), Gamification, WFM with Scheduling Coahing sessions, also giving feedback to PR... how the data is used here between modules is mindblowing. There are so many features and mechanisms that takes us to out-of.the box thinking, alowing a lot of posibilities...

STA! Because of interaction coverage and valuable insights! 

A lot of this has been table stakes for WEM/WFM/WFO for a long time. I think of the non-traditional WFM tools, my favorite GC WEM feature is that it keeps getting better. But of the actual features, having built-in gamification is the type of simple QOL feature that makes life easy for call center leaders.  And AI scoring.  No one wants to keep being the call center where 1% of the calls are reviewed.  It can't do a full QA for our calls, but it can automate soft skills scoring and that's at least half of the battle. Being able to score soft skills at scale makes life a lot easier for our leaders and trainers