Dave Hoekstra at Calabrio and Paul Turner at Genesys focus on the important thing variations between Workforce Administration (WFM), Workforce Optimization (WFO) and Workforce Engagement Administration (WEM).
What Is the Distinction Between WFM, WFO and WEM?
Dave Hoekstra (Calabrio)
WEM stands for Workforce Engagement Administration, and it’s the evolution of the instruments and the assets being managed.
For those who have a look at Workforce Administration, ‘administration’ is a time period that has a selected connotation.
Then we transfer to Workforce Optimization, the ‘O’ has one other connotation to it.
And each of these are form of implying that these are assets that should be managed, and optimized, and really environment friendly, and actually driving in the direction of the optimization objective.
WEM expands the suite out into the function of how we actually should be partaking these assets, and ensuring that they really feel like they’re a part of the general success of the group. Versus one thing that’s being optimized or managed.
Paul Turner (Genesys)
Workforce Administration primarily focuses on effectivity, provide and demand, making certain that you’ve got the precise assets in on the proper time. These options have been typically round issues reminiscent of service degree, or pace of reply, or even perhaps occupancy.
Workforce Optimization was created once we began to hyperlink WFM options to different options, reminiscent of recording, high quality administration and efficiency administration. Then we lifted that effectivity to the effectiveness of our workers.
Right this moment we check with this as Workforce Engagement. It builds upon WFO however then focuses on producing a constructive expertise for the worker.
You see further issues coming into that area, reminiscent of gamification and recognition, maybe bringing in onboarding and recruitment, and issues reminiscent of voice of the worker suggestions, not simply essentially concerning the buyer.
Dave Hoekstra (Calabrio)
WFM is part of the entire. Consider WFM as one course of a meal, and WFO is the entire meal.
Effectively, we’ve now even moved to the brand new realm of WEM, the place we would even be speaking about your entire banquet, versus simply the meal, the place every little thing comes collectively.
WFM tends to focus very particularly on the forecasting and scheduling wants of the contact centre, getting the agent in the precise place, on the proper time, with the precise abilities.
And WFO tends to incorporate instruments reminiscent of high quality monitoring, name recording, speech analytics, it’s your entire suite of packages.
And we’ve moved to the brand new, newest, biggest time period WEM, Workforce Engagement Administration, which brings in much more instruments.
So, we’re now speaking about trying on the complete group of the cooks and the waiters within the restaurant, and every little thing constructing into the banquet. We simply preserve increasing our acronyms to bigger and bigger software program suites.
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