Workforce Engagement Management

Hello,

Is it just me or does it look like Workforce Management is an underrated subject within the whole cloud suite?
The most I see promoted is the whole Customer (AI) Experience which obviously is an important topic in Customer Care, but the WFM experience regarding the scheduling and agent experience seems to be on the far background.

To me it feels like everything focusses on the Customer Journey, while to me the agents are equally important. The features that I see offered within the suite are limited in regard to the Agent experience in e.g. work-life balance and also training is not that elaborate on the WFM part.

Anybody else feel the same?

#WFMConfiguration,BestPractices

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Alfred Thoen
Workforce Management Software Specialist
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I think most of the customers have been historically afraid for the specific profile that WFM implies and the responsabilities acquired. Some people use to believe is easier if you can understand it in a excel sheet as well as for instance Erlang-C macros. 

But, I think at the end there is a light... I found a 23 years old operator in a Central America Bank that returned me the faith. He is controlling his operation with amazing results and feeling great because this allowed him to grow in the organization.

We tried to combat this fear with Organizational Government models, months ago using Orchestrators to make this easier to adopt, and now when we see a lot of AI agents, I think in the short term is going to be even more easier.

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Miguel Lopez
Solutions Consultant
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