As organizations scale, a natural shift occurs. Once your contact center operation reaches a certain size, organizational priorities change: they start viewing Workforce Engagement Management (WEM) as a more strategic process rather than a tactical one. WEM is a comprehensive approach to managing, engaging, and optimizing employee performance, and strategic WEM organizations face fewer budget challenges and organizational resistance to change, while expecting and experiencing different outcomes compared to organizations with fewer agents or those not as advanced in strategic WEM.
