Alvaria WEM

Workforce Engagement
Management Suite

Elevate your employee engagement and maximise contact centre productivity without increasing cost.

Great Customer Experiences
Start With Your Workforce

The Alvaria Workforce Engagement Management (WEM) Suite gives you the tools your organisation needs to maximize efficiency, monitor, improve and reward agent performance and reduce turnover. Starting with our market-leading workforce optimisation capabilities, the WEM Suite adds employee-centric agent experience capabilities such as game mechanics.  The result of this combination is the most powerful, most comprehensive workforce engagement solution in the market.

Employ the Alvaria WEM Suite to get the most from your contact centre technology, whether your team is working on-site, remotely on-the-go or in a work-from-home setting. Choose the tools you need from our  WEM portfolio and start achieving high-quality customer interactions, better customer experiences and more engaged agents — all at a lower operating cost.

Alvaria Workforce (WFM)

Maximise contact centre WFM efficiency, minimise costs.

  • Schedule adherence tracking
  • Streamlined seat management module
  • Unparalleled forecasting accuracy with unique customisable variable historical pattern weights
  • Tools to optimise schedules based on a mix of business need and/or employee preference
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Alvaria Employee Experience (EX)

Motivate and engage your workforce for optimum performance.

  • Gamification for increased engagement
  • Best-in-class speech and text analytics
  • Archived voice/screen recording
  • Automated coaching workflows to improve employee performance
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Alvaria Real Time Optimizer

Powerful call centre automation solution.

  • Deliver training, coaching, and development tasks at the right time
  • Ensure rapid staffing adjustments to meet customer-demands
  • Keep agents on schedule, reduce manual entry and save time
  • Monitor agent-state and send alerts when pre-set thresholds are exceeded

Alvaria Mobile

Meet your employees where they are.

  • Available as iOS and Android Applications
  • Motivate employees with game mechanics on their mobile devices
  • Manage and align schedules to forecasting needs
  • Empower mobile employees — submit schedule requests from anywhere

Icon: Alvaria Cloud

Alvaria Cloud

Get the Workforce Engagement Management Tools You Need, Deployed the Way You Want

The Alvaria Workforce Engagement Management call centre software is available on-premises, in a hosted setting, or on the cloud contact centre platform of your choice for optimal flexibility, enabling you to choose the deployment that’s right for your business.

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Alvaria Workforce Engagement Management call centre software is available on-premises, hosted, or on the cloud contact centre platform of your choice for optimal flexibility, enabling you to choose the deployment that’s right for you. Review our latest feature updates and capabilities.

Ready to See Alvaria WEM in Action?

Request a demo today to see how easy workforce engagement management can be with Alvaria.

Additional Call Centre Workforce Engagement Management Insights from Our Experts

An Era of Great Onboarding
Employee turnover has always been one of the biggest obstacles to the call centre industry. Company missions, and visions all mean nothing if your organisation can’t maintain consistency.

The Future of Cloud-Based Workforce Management Software
Cloud technology for implementation and administration of workforce management (WFM) technology has become vital to businesses that are under ever-increasing pressure to maximise workplace productivity, reduce expenditure and improve their bottom line.

8 Ways to Solve the Employee Engagement Puzzle
To have a superior customer experience, organisations must have an equally compelling employee experience. In order to be truly customer-centric, you must first become employee-centric. Keeping employees engaged is a conundrum.

Gamification Releases Chemical Transmitters That Improve Employee Engagement & Performance
Employee engagement has never been a higher business priority — especially for contact centres. The necessity to quickly move from a primarily on-premises to remote workforce due to COVID-19 caught many companies off-guard.

Why Should Contact Centres Care About Employee Engagement?
Getting and keeping contact centre employees engaged is foundational to accomplishing this objective. Gamification software is an enabling technology that can help.

What Product Features Should I Look for in WFM Software?
Our customers are telling us that agents are more productive at home than in a centralised contact centre. With agents largely working out of their houses, there’s an entirely different dynamic with new priorities for both contact centre managers and agents.

Predictions 2022: The Hybrid Workforce is Here to Stay
Contact centre leaders and managers routinely go from planners to architects to project managers and back all in the same meeting. Remote and hybrid call centre flexibility is giving brands the ability to serve more customers while maintaining and maximising CX and SLAs.

Frequently Asked Questions

1. What is workforce management process?

WFM processes are a component of workforce engagement management that encompass forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience. Originally developed as a method of simple staff scheduling, WFM processes now incorporate time management, shrinkage, shift selection, bidding, compliance and training, all bound together by quality assurance (QA), artificial intelligence (AI) and analytics.

WFM processes not only give contact centres a 360-degree view of each customer interaction, but can help business leaders identify areas for improvement in business and subsequently close gaps. WFM processes must ensure you are staffing the right agents, with the right skills, at the right time and helps plan and manage the performance of inbound, outbound and blended staffing resources across all customer channels. WFM components such as forecasting, scheduling and tracking capabilities allow organisations to accurately project future staffing requirements. By supporting anticipated customer contact volumes, creating optimised staffing plans with unique schedules for each agent, and monitoring staff performance and adherence in real-time throughout the working day, staffing adjustments and other corrective actions can be taken immediately.

In addition to performance and scheduling, WFM processes also analyse employee time spent training in order to optimise business need and effectiveness. WFM processes also include online training and supervisor-based coaching. WFM processes seek to increase efficiency and effectiveness as well as improve CX.

2. What is WEM in a call centre?

An evolution from simple workforce optimisation (WFO) strategies, workforce engagement management (WEM) in a call centre focuses primarily on the individual employee and includes hiring, onboarding, training, scheduling, CE and employee development. With an emphasis on retention and eliminating the common problem of turnover within a call centre, WEM analyses the employment lifecycle holistically and provides development and incentive while optimising CX. By increasing focus on employees, WEM can decrease attrition and empower employees with the tools needed to drive performance and customer satisfaction.

Workforce engagement management in a call centre primarily seeks to deliver a great customer experience while managing individual as well as workforce labour costs. Workforce engagement optimises business need through recording and quality management, workforce management processes, and workforce optimisation strategies. Workforce engagement also functions to keep employees regulated and within compliance. Quality control, review and assurance strategy is necessary so that your workforce is fully compliant with laws and regulations, especially when it includes Personal Identifiable Information (PII).

3. What is WEM software?

Workforce Engagement Management (WEM) software are the tools your organisation needs to maximise efficiency, monitor, improve and reward agent performance and reduce turnover.  WEM tools include workforce management, performance management, recording, quality management, gamification, AI-powered workforce optimiser, and speech analytics. Designed to optimise your team whether they are on-site, temporarily remote, or in a work-from-home setting, WEM software makes it easier to coach, develop and manage agents.

Using an employee-centric agent experience, WEM software allows you to get the most from your contact centre technology, so you can deliver the very best customer experience in a way that is cost effective for your enterprise. WEM software can assist with recruiting and onboarding, time management, quality and performance. By allowing organisations to increase focus on employees — WEM software helps your business elevate engagement, decrease attrition and empower employees with the tools needed to drive performance and customer satisfaction. WEM software streamlines your processes and adds consistency by aligning your business goals to your workforce ultimately maintaining SLAs and increasing KPIs.

4. What is the purpose of workforce management?

Workforce management (WFM) processes and software serve a variety of functions and people within the contact centre. Agents use it to enter their personal schedule preferences, receive their official schedules and request changes to their schedules. By using business rules to automatically approve or reject proposed changes, agents can get real time feedback for scheduling. Supervisors and managers utilise WFM processes and software to manage the schedules of each team member, monitor agent activities vs. planned activities throughout the day and view aggregate information at the team and group levels. Workforce planners use WFM to forecast contact volumes, create official schedules that are disseminated to agents and monitor workforce performance throughout the day. Due to the wealth of workforce data available within WFM technology, the ability to make adjustments to forecasts and schedules and the ability to cull real-time data, WFM can help you make decisions about workforce staffing and allocate resources immediately and maximise call centre efficiency and deliver the highest level of customer service.

5. What are the types of workforce management?

Workforce Management (WFM) is divided into two types: scheduling and performance. Workforce management scheduling includes the creation, administration, forecasting, compliance, productivity and optimisation of the staff itself. WFM scheduling addresses immediate needs from an administrative point of view (staffing absences and emergencies, simulations, demand availability) as well as planning, resources, and logistics from an agent point of view (self-service, PTO balances, assignments, shift management). WFM performance addresses current and long term needs through data analysis of employee activities and organisational processes in order to determine resource and workforce allocation. WFM performance also encompasses employee onboarding, training, gamification, and incentivisation in support of business objectives. WFM performance is the analytical support that drives development and continuing education of your workforce in order to achieve optimisation. The two types of WFM possess the same goals of ensuring that all agents and supervisors are efficient, productive, engaged, and delivering an exceptional customer experience.