Happy team, happy customer: 7 WEM trends you can’t ignore
The way we work is changing – and that’s just as true in the contact centre. Technology is playing an increasingly important role, employees are placing new demands on their jobs, and organisations must respond flexibly to changing expectations from both customers and staff. So how do you keep everything running smoothly, ensure employee satisfaction, and still deliver excellent service?
It starts with a Workforce Management (WFM) solution that helps you plan and organise customer interaction activities intelligently. Today, workforce management is increasingly becoming part of a broader Workforce Engagement Management (WEM) package. The focus is no longer only on creating the perfect schedule – it’s about engaging, supporting, and motivating employees. After all, a motivated employee creates a better customer experience (CX).
In this blog, we’ll explore seven trends shaping how organisations approach WFM and WEM. Each trend contributes to the success of your contact centre. Let’s dive in.
Trend 1: Employees take central stage
A positive work environment and a healthy work-life balance are key to happy, high-performing employees who stick around. That’s why there’s growing focus on workload, mental wellbeing and personal growth. Modern WFM software supports this with features like self-scheduling and shift swapping, giving employees more control over their work-life balance. WEM tools add further value with feedback platforms and performance dashboards that help staff develop their skills.
Trend 2: Hybrid and flexible work models
One major trend in workforce management is the rise of hybrid and flexible working. The COVID-19 pandemic showed that many jobs can be done remotely. Younger generations also increasingly value flexibility and work-life balance. As a result, organisations are becoming more dynamic – offering remote work options, flexible contracts and location-independent roles. Modern WFM tools are essential to managing this complexity effectively.
Trend 3: Smartphone app
Today’s generation of workers prefer arranging everything via their smartphones, including work-related tasks such as managing their shifts, work preferences and leave requests. Apps designed specifically for these tasks are becoming increasingly popular, giving employees more control and reducing administrative burden for planning teams.
Some apps even fill gaps in existing WFM solutions. Take our partner WFM Buddy, for example: “In addition to our mobile app, WFM Buddy enhances the Genesys ecosystem with features like availability preferences and better off-queue task scheduling,” says Olav Wilke, Sales Manager.
Trend 4: AI automation
Artificial Intelligence (AI) is simplifying and improving efficiency, also when it comes to forecasting and planning customer interaction activities. AI-driven WFM tools analyse both historical and real-time data, enabling smarter and more flexible scheduling. They consider employee preferences alongside business needs, resulting in higher employee satisfaction (EX) and improved service delivery. And because AI learns over time, schedules become increasingly accurate and efficient.
Trend 5: Gig workforce
Contact centres are increasingly using flexible workers such as freelancers and temporary staff, also known as the ‘gig workforce’. This approach allows you to scale quickly, reduce costs and tap into specialist knowledge. But maintaining service quality and schedule efficiency can be challenging. Intelligent WEM tools make it easier to integrate gig workers into your customer service team, support collaboration, and enable both flexibility and productivity.
Trend 6: Data-driven decision making
While historical data has long been used in WFM and WEM, more organisations are now leveraging real-time data, predictive analytics and ‘what-if’ scenarios. This enables smarter planning, faster decision-making, and improved performance. Examples include tracking team and individual results, gathering feedback, and automatically adapting to expected customer interaction traffic. Modern tools provide instant signals and smart recommendations for making agile adjustments and optimising processes.
Trend 7: Gamification
Gamification is becoming a popular way to boost motivation and engagement in contact centres. Adding game elements like badges, challenges and rewards to daily tasks, makes work more fun and fosters healthy competition. This boosts performance and makes results visible – benefiting both teams and individuals. Younger employees, particularly Gen Z, are especially responsive to this approach. For them, gamification isn’t just enjoyable – it’s essential for engagement.
Empowering your customer contact team
One thing is clear: digitalisation and automation are hot topics in Workforce Management and Workforce Engagement Management. And for good reason: these technologies allow us to work smarter and more efficiently, while meeting the expectations of both employees and customers.
Curious how smart Workforce (Engagement) Management tools can help you empower, support and motivate your team? Wondering which solution best fits your organisation and existing systems? Contact Rijk van Ooijen (Netherlands) or Steven Moonens (Belgium). They’ll be happy to help you get started.
About DDM
At DDM Consulting, we understand that a 'one size fits all' approach is unthinkable when it comes to choosing a customer contact platform. After all, every organisation is unique! That's why we offer you a wide range of renowned contact centre solutions, and provide advice based on over 20 years of experience in customer contact.
Evolution, not revolution
Together with you, we’ll evaluate your current contact centre processes and your requirements for the new platform. We’ll advise and assist you in developing more efficient workflows, driven and supported by AI wherever possible. Based on your priorities, we’ll create a dynamic roadmap that makes the transition to a new, improved contact centre manageable.
Proactively embracing cutting-edge technology
This roadmap remains central to the project, even after the new platform is up and running. It evolves with changes within your organisation and developments in contact centre technology. Our experts assess every new release to determine its value to you as a customer. They take the initiative, ensuring you always have the relevant knowledge at your fingertips.
Creative solutions for better customer contact
And if you're looking for specific functionalities that aren't (yet) available on the chosen platform, there is plenty of scope for in-house development of add-ons tailored to your needs. Our team possesses the business and technical expertise to achieve the maximum potential, even if you've opted for an out-of-the-box solution.
DDM Consulting provides the proactive and creative approach to your CX evolution!
