Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

1. How AI Can Help
Roy Atkinson Erin Washington
With: Moderated by:
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Workforce Engagement Management Masterclass

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https://www.customerexperienceupdate.com/webinar-series/workforce-engagement-management-masterclass/
https://www.customercontactcentral.com/webinar-series/workforce-engagement-management-masterclass/

5. About Roy Atkinson
HDI Lifetime Achievement Award winner Roy Atkinson is one of the top influencers in the service and support industry.
His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international
reputation. In his role as Senior Writer/Analyst, he acts as ICMI and HDI in-house subject matter expert, bringing his
years of experience to the community. Roy has an extensive background in customer service as well as technical
support. He has worked in the banking, retail and hospitality industries as well as information technology. He has
contributed to several publications on Customer Experience (CX) and customer service. He holds a Master’s Certificate
in Advanced Management Strategy from Tulane University’s A.B. Freeman School of Business. He is the host of
#ICMIchat, a Twitter chat held weekly about topics ranging from customer service and customer experience to
employee engagement and other contact center topics.
About Erin Washington
Erin went to the University of Georgia and majored in International Affairs with a minor in Spanish. She gained
customer service experience after working as a customer service representative for 2 years. She now works as an
Editor at Aggregage, providing some of the most interesting thought-leaders in customer experience with a space to
celebrate the diversity, depth, and experience of their professional cultures, personalities, and passions.
Workforce Engagement Management Masterclass

6. Informa Tech
ThinkHDI.com ICMI.com

7. Audience Poll
Q: Do you have the time to thoroughly manage Workforce
Engagement?
o Yes – I have all the time I need.
o Somewhat – I am sometimes challenged to get it all done
o Not even close – I’m constantly trying to find time to do this properly
o I’m not sure I understand the question

8. Agenda
• Forces driving complexity in the contact center
• Defining Workforce Engagement Management
• How WEM can positively impact the contact center
• The role of AI and other emerging technologies

9. What’s driving complexity in the contact center?
• New/additional applications and systems
• Scope of services offered
• Number of customers
• Compliance expectations

10. What’s driving complexity in the contact center?
• New/additional applications and systems
• More to learn
• More toggling
• Scope of services
• More channels
• More products
• Number of customers
• Compliance expectations
• GDPR
• CCPA
• Security
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11. What do we mean by Workforce Engagement Management?
Workforce Engagement: Emotional commitment to the
organization, the contact center, and its goals.
So, WEM is the management of these emotional commitments. In
other words: Focus on—and improvement of—the employee
experience (EX), and specifically for contact centers, the agent
experience (AX).

12. What are some areas of focus for WEM?
• Recruitment
• Onboarding
• Quality (evaluation and improvement)
• Time/task management
• Recognition/Reward
• Voice of the Employee (VoE)

13. What are some areas of focus for WEM?
• Recruitment: What happens before the hire
• Onboarding: What happens at and following the hire
• Quality
• Coaching
• Evaluation
• Training
• Time/task management
• Scheduling
• Forecasting
• Workload
• Assignment

14. What are some areas of focus for WEM?
• Recognition/Reward
• Criteria
• Emotional factors
• Voice of the Employee
• Methodology
• Review

15. How WEM can positively impact the contact center
What happens on the inside is seen on the outside. – Shep Hyken
My philosophy has always been, if you can put staff first, your
customer second and shareholders third, effectively, in the end, the
shareholders do well, the customers do better, and you yourself are
happy. – Richard Branson
Organizations with satisfied/very satisfied employees scored, on
average, 5 points higher on customer satisfaction. – HDI research

16. Source: ICMI research (2019)

17. How AI can help
• Agent assistance
• Intelligent self-service
• Intelligent routing
• Intelligent analytics

18. How AI can help
• Agent assistance
• Contextual scripting
• Real-time coaching
• Intelligent self-service
• Contextual awareness
• Customer guidance
• Intelligent routing
• Right people
• Right time

19. How AI can help
• Intelligent analytics
• Customer sentiment
• Agent sentiment
• Environmental analytics
• Workload
• Scheduling

20. Conclusions
• Complexity is increasing
• AX and EX are valuable
• Management of AX and EX is itself complex
• Emerging technologies like AI can be of great assistance

21. Q&A
Erin Washington
With: Moderated by:
Senior Writer/Analyst
HDI and ICMI | Informa Tech
Linkedin page: /in/royatkinson/
Twitter ID: @RoyAtkinson
Email: roy.atkinson@ubm.com
Website: thinkhdi.com
Roy Atkinson
Editor, Customer Experience Update and Customer
Contact Central
LinkedIn page: /in/erin-washington-1b557b130
Twitter ID: @CXupdate
Email: erin.washington@aggregage.com
Website: customerexperienceupdate.com
https://www.customerexperienceupdate.com/webinar-series/workforce-engagement-management-masterclass/
https://www.customercontactcentral.com/webinar-series/workforce-engagement-management-masterclass/