WEM Workforce Engagement Management

Poweful agent empowerment

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Workforce Engagement Management (WEM) is an important empowerment software suite which is revolutionising how companies can support their workforce’s desire for work/life balance.  Through our intuitive self-service portal and smartphone apps, QStory’s powerful agent empowerment and engagement functions are revolutionising agents’ lives but they still allow the contact centre to achieve their required service level and customer experience targets.

Empowerment features such as shift view, on-the-move late/sick notifications, break matching, shift swapping, time banking, all help to engage agents, streamline communications and manage performance.

QStory’s WEM also includes Automated Holiday Approval (AHA) which automates, simplifies and enhances the contact centre holiday booking process, giving agents an immediate response to their request and removing all of the associated manual workload for the planning team.