9 Key steps for selecting a WFM/WEM platform

Workforce management (WFM) and workforce engagement management (WEM) solutions address a fundamental challenge for contact center leaders: balancing operational efficiency and customer experience with employee engagement.

Choosing the right WEM solution can make the difference between a thriving workplace—one where motivated employees consistently deliver exceptional service—and one where both performance and satisfaction suffer.

So what are the key factors to consider when choosing a WFM/WEM solution that will help your contact center thrive?

Making the right choice for your contact center

Before starting the selection process for a WFM/WEM platform, define your organization's specific objectives. What are you trying to achieve?

• Improve employee scheduling efficiency to reduce labor costs?
• Increase employee engagement and satisfaction?
• Enhance workforce planning and forecasting?

Most organizations aim to accomplish multiple objectives, so it's essential to define the KPIs that will measure the success of your WFM/WEM initiatives.

With these goals and metrics established, you can evaluate the following decision criteria.

1. Standalone vs. bundled solution

Consider whether a standalone WEM vendor or a bundled solution better suits your needs. Standalone vendors typically offer greater agility and faster innovation in WEM functionality, while bundled solutions provide an integrated experience with other contact center tools.

Want to dive deeper into this topic? Check out our blog 'WEM standalone vs. bundled vendors? Which should you choose?’

2. Feature prioritization

When evaluating WFM/WEM solutions, start by identifying and categorizing your required features into priority tiers:

• Must-have features: might include core scheduling functionalities, time and attendance tracking, and basic reporting capabilities
• Nice-to-have features: may include advanced analytics, AI-powered forecasting, and employee self-service portals.
• Non-essential features: Additional capabilities that aren't critical for immediate needs.

3. Integration requirements

Evaluate your current and future technology ecosystem, including necessary integrations with:

• HRIS systems.
• Payroll platforms.
• CRM solutions.
• Customer service platforms.

Seamless integration with other data sources and systems can be crucial for data accuracy, efficiency, and a holistic view of workforce data.

4. Budget considerations

Consider both immediate and future financial factors, including:

• Current budget constraints.
• Potential headcount growth.
• Business expansion plans.

For WFM/WEM solutions, SaaS companies typically offer predictable subscription fees structured by user count or feature tiers, with per-user, per-month pricing. This model allows organizations to scale their investment alongside their workforce growth.

5. Implementation, maintenance, training, and support

Responsive and knowledgeable customer support can mean the difference between a smooth implementation and one that drags on for months, affecting both utilization and ROI. Evaluate vendors based on their:

• Implementation process and timeline.
• Training resources and documentation.
• Ongoing support capabilities.
• Industry reputation and experience with contact centers.

6. User experience

A WFM or WEM solution must be intuitive for both managers and employees. Look for solutions that offer:

• Human-first design.
• Seamless AI and automation integration.
• Customizable and personalized user experiences.

7. Security and compliance

Data security is essential, and a WEM solution must comply with industry regulations. The platform should meet critical security requirements, including:

• Regulatory compliance (GDPR, CCPA, etc.).
• Industry-specific standards (PCI DSS, HIPAA, etc.).
• Robust security measures, such as encryption and access controls.

8. ROI analysis

Conduct a thorough ROI analysis based on your identified KPIs and the vendor's stated platform capabilities. Consider:

• The potential benefits: cost savings, operational efficiency gains, and improvements in employee engagement that the WFM/WEM solution promises to deliver.
• Case studies from similar organizations.

9. Evaluation period and pilot testing

Before committing to a final decision, implement a pilot program to:

• Test the platform's effectiveness.
• Collect employee feedback.
• Identify potential challenges.
• Confirm expected benefits.

Still looking for more information to inform your WEM buying journey? Check out our WEM and WFM Buyer's Guide, created in partnership with Futurum Research Group.

You'll find essential steps for assessing WEM software and evaluation criteria to help you make the best decision for your business.

What’s happening at Aspect

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