Sam's Minute Snippet 6.28.23

Transcript is auto-generated.

We What’s up, everyone? And welcome to this week’s Sam’s minute snippet, your weekly quick consumable content around the hottest topics in the world of CX. Today, we’re gonna clarify WES. Also known as workforce engagement management.

Now you’re probably thinking, well, what’s the difference between WEM, WFO, WFM, because we definitely need more in the industry. Right? Well, they’re all related to workforce management and optimization in the context of CX or customer experience. So let’s start the clock.

Workforce engagement management or WEM really encompasses this broad range of strategies, processes, tools, and they’re generally used to engage and motivate employees in a contact center environment, and it really addresses improving things like employee satisfaction, productivity, and performance, you know, these are things that are addressed by workforce workforce coaching, training, employee recognition.

You get the idea And workforce optimization, WFO really kind of refers to this comprehensive approach to managing and optimizing performance And this includes things like quality assurance, quality management, desktop and speech analytics, performance management, among a bunch of other things.

To really enhance operational efficiency. Now workforce management, WFM can also live under the term WFO because it really refers this process of sort of forecasting customer demand and creating schedules to optimize staffing levels. And so, essentially, this shores that efficient resource allocation is there when, for example, the interactions are at their peak. Think seasonal demand.

That’s a great example. And at the end of the day, there are several terms out there that people use interchangeably, and this can lead to a ton of confusion. So when you’re having these conversations, just make sure you clarify what the root cause is of going deeper into this kind of technology. And of course, we’re here to help.

So with that, tell me what you think in the comments below. Let me know what you’d like to see in the next snippet because this content is hashtag built for you. Have a great week.