Delivering great customer service today is more complex than ever. Customers expect to reach your business on their terms, whether by phone, chat, social, email, or self-service. But the omnichannel CX isn’t just about offering more ways to connect.
True omnichannel is not multichannel. While multichannel offers choices, omnichannel ensures those choices are connected, so customers can move seamlessly between them without losing context or momentum.
The real challenge lies in aligning the people, processes, and platforms behind those channels. That’s where Workforce Engagement Management (WEM) steps in. Often overlooked, WEM is the critical foundation for delivering seamless, personalized service across every channel, while keeping your team empowered and your operations efficient.
What’s Getting in the Way of Great CX?
According to Gartner, 62% of customers find switching channels during a service interaction to be “high effort.” That’s a symptom of deeper issues:
- Disconnected tools that don’t transfer context between agents or channels
- Poor resource alignment, leading to long wait times or overwhelmed agents
- Lack of visibility, making it hard to track and improve performance in real time
In short, many omnichannel strategies fail because they treat channels as standalone silos, rather than components of a unified customer journey supported by the right workforce.
Why WEM is the Secret to Seamless Omnichannel CX
A modern WEM platform brings together scheduling, forecasting, performance analytics, quality management, and agent coaching—all in one place. This isn’t just about internal efficiency. It directly impacts the customer experience.
Here’s how:
1. Optimizing staffing across channels
WEM enables efficient workforce management and real-time resource planning based on demand, skill sets, and channel volumes. Whether your customers are calling, chatting, or messaging, the right agent is always available, minimizing wait times and maximizing resolution.
2. Improving agent experience and performance
Engaged agents deliver better service. WEM gives them visibility into their schedules, goals, and performance. It also powers smarter coaching and development tools, building a more motivated and capable workforce.
3. Delivering insight-driven improvements
With built-in interaction analytics and quality monitoring, WEM provides the insights leaders need to refine operations, enhance training, and continuously improve both employee and customer outcomes.
4. Enabling smarter routing
Integrated WEM solutions allow routing tools to go beyond availability, factoring in agent skill, workload, and historical performance to ensure every customer is matched to the best-fit resource.
The Cost of Overlooking WEM in Your Omnichannel CX Strategy
Organizations that focus solely on channel technology risk missing the human element of service delivery. Without a strong WEM foundation, even the most advanced omnichannel platforms can fall short, causing:
- Agent burnout and attrition
- Missed SLAs and CSAT targets
- Inconsistent service quality
- Inefficient resource utilization
On the other hand, companies that invest in WEM are better positioned to adapt to changing demand, support hybrid teams, and personalize every interaction at scale.
Want to See the Full Picture?
Our latest report explores how Workforce Engagement Management drives omnichannel CX success, backed by fresh data, industry benchmarks, and expert guidance.
