Are you struggling to track your team’s productivity and maintain consistent service quality? You’re not alone. As customer expectations rise, keeping your support teams equipped and engaged is crucial. That’s where Workforce Engagement Management (WEM) tools come in. These tools help optimise operations, improve service quality, and keep your agents happy.
This year, there has been a lot of buzz about Zendesk’s new WEM solutions. With its suite of advanced tools, Zendesk is positioning itself as a strong competitor in the market, promising to make workforce management easier and more effective. Here at redk, we offer Zendesk implementation services to help your organisation get to grips with its advanced suite of features.
But is Zendesk truly the best tool for WEM? This blog explores the capabilities of Zendesk, Calabrio, Playvox, and Maestro and considers which one is best for you.
What is Workforce Engagement Management?
Workforce Engagement Management (WEM) is about creating a positive and productive work environment using smart software tools. These tools help manage everything from hiring and onboarding to training, scheduling, and ongoing development.
Unlike the old Workforce Optimisation (WFO) approach, which focused mainly on maximising productivity and cutting costs, WEM takes a more people-centred approach. It aims to make employees feel more engaged and motivated, improve their performance and service quality, and save time and money for the entire organisation.
The Best Workforce Engagement Management Tools
Let’s take a closer look at the best WEM tools on the market.
Zendesk
Zendesk’s AI-powered Workforce Engagement Management has been making waves recently. It ensures smooth operations for both agents and customers, leading to long-term satisfaction.
Zendesk’s AI-powered forecasting tools use historical data to predict future staffing needs. The platform supports automatic scheduling to ensure optimal resource allocation, reducing the likelihood of overstaffing or understaffing. Real-time team management features provide an up-to-date overview of agent activities, helping managers quickly address any discrepancies or inefficiencies.
Furthermore, Zendesk QA provides extensive capabilities for monitoring and evaluating customer interactions. This includes AutoQA for AI agents, which ensures automated responses are consistent with the company’s quality standards. The Spotlight feature automatically detects issues or negative sentiment across all channels, allowing businesses to address potential customer dissatisfaction proactively.
Some users found that Zendesk’s time-tracking feature, Tymeshift, could be improved. However, overall, Zendesk remains a user-friendly option with great real-time reporting capabilities for workforce management.
Calabrio
Calabrio offers a dynamic Workforce Engagement Management solution designed to elevate employee engagement and optimise performance in contact centres. Their flagship product, Calabrio ONE, is packed with intelligent tools that empower employees and enhance customer experiences.
The platform boasts features like self-scheduling, gamification, and real-time feedback loops. These tools enable agents to take control of their schedules, monitor their performance, and receive timely coaching.
Calabrio is all about work-life balance, empowerment, and continuous skill development, aiming to boost employee satisfaction and reduce turnover. This, in turn, drives better business outcomes, such as increased customer loyalty and revenue growth.
Playvox
Playvox offers a comprehensive WEM solution that streamlines operations with automated forecasting and real-time scheduling. The platform’s intuitive dashboards help managers monitor key metrics like adherence, occupancy, and service levels across various channels.
Playvox’s Quality Assurance service enhances customer interactions by providing insights into customer sentiment and ensuring consistent quality. It also supports employee development through interactive training, motivational tools like digital badges, and community forums, enabling managers to set custom KPIs and conduct targeted coaching. However, some users have noted issues with scheduling, slow performance, and connectivity.
Maestro
Maestro‘s WEM solution enhances agent performance and streamlines management. Customisable dashboards and gamified leaderboards encourage friendly competition and continuous improvement among agents and managers. Maestro’s AI-enhanced insights, such as custom heat maps and classifiers, provide precise analysis and tailored coaching opportunities. The platform also ensures fair evaluations through randomised and targeted grading assignments. Maestro’s automated feedback mechanisms help keep agents engaged and motivated, supporting overall service excellence and operational efficiency.
Despite these strengths, some users have reported challenges, such as usability issues, missing features, inadequate reporting, and limited customisation and integration options.
Which is the Best Workforce Engagement Management Tool?
Choosing the best Workforce Engagement Management (WEM) tool depends on your needs. Zendesk excels in AI integration and real-time reporting. On the other hand, Calabrio is ideal for those focusing on work-life balance and continuous skill development. Playvox stands out with its user-friendly dashboards and robust quality management features, but some users experience performance and connectivity issues. Maestro offers a highly customisable platform with gamified elements and AI-enhanced insights, but it has faced criticism for usability and feature completeness.
Ultimately, each tool brings unique strengths, and the best choice will depend on your organisation’s specific priorities and needs.
