Workforce engagement management

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Workforce engagement management (WEM) is a comprehensive approach to managing and optimizing employee performance, engagement, and productivity in customer service and contact center environments. WEM typically includes tools and practices that focus on:

• Scheduling and forecasting: Ensuring that the right number of service representatives are available at the right times to meet service demand, while avoiding overstaffing or understaffing.
• Performance management: Setting performance metrics, tracking service representative productivity, and providing feedback to improve service quality.
• Quality management: Monitoring and assessing interactions to maintain high service standards and compliance.
• Employee engagement: Encouraging service representative engagement through feedback, recognition, and tools that help service representatives understand their impact on business goals.
• Training and development: Providing targeted training resources to improve skills, address performance gaps, and support career development.

WEM enhances customer experiences, optimizes workforce efficiency, and increases service representative satisfaction. This approach improves overall service effectiveness.