{"id":74790,"date":"2025-10-15T10:23:35","date_gmt":"2025-10-15T09:23:35","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=74790"},"modified":"2025-10-19T09:57:29","modified_gmt":"2025-10-19T08:57:29","slug":"why-outdated-wem-practices-are-holding-back-your-contact-center","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/","title":{"rendered":"Why Outdated WEM Practices Are Holding Back Your Contact Center"},"content":{"rendered":"

For years, workforce engagement management (WEM) has promised to transform the contact center.\u00a0<\/span>\u00a0<\/span><\/p>\n

Yet in many enterprises, the tools remain underutilized.\u00a0<\/span>\u00a0<\/span><\/p>\n

With many WEM capabilities bundled into larger CCaaS deployments, they often sit idle, reduced to basic scheduling and adherence reporting.\u00a0<\/span>\u00a0<\/span><\/p>\n

This \u2018switch-on-and-forget’ approach means that despite investing in powerful platforms, leaders rarely unlock their full potential.\u00a0<\/span>\u00a0<\/span><\/p>\n

The result is a workforce managed by numbers, not supported by people.\u00a0<\/span>\u00a0<\/span><\/p>\n

As <\/span>Jim Fleming, WFM Solutions Consultant at Sabio<\/span><\/b>, warns:\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cAlthough many organizations have feature-rich WEM platforms, they’re only scratching the surface of their capabilities, often driven by outdated or redundant processes.\u201d\u00a0<\/span><\/p><\/blockquote>\n

The ripple effects are clear: agents get locked into rigid shifts, coaching sessions slip through the cracks, feedback loops stall, and KPIs from another era still define performance.\u00a0<\/span>\u00a0<\/span><\/p>\n

In too many operations, contact centers are stuck <\/span>firefighting, not optimizing<\/span><\/a>.\u00a0<\/span>\u00a0<\/span><\/p>\n

WEM Needs a Rethink<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

WEM can often be viewed as a cost center, instead of a value driver.<\/span>\u00a0<\/span><\/p>\n

However, when done right, WEM creates a dynamic, agent-centric environment where scheduling, coaching, quality, and analytics all work together, driving improved CX<\/span>.<\/span>\u00a0<\/span><\/p>\n

Unfortunately, many enterprises never manage to make that leap.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cOrganizations go through rigorous processes to ensure they invest in the right tools, yet they don’t invest in appropriate support to fully leverage the solutions,\u201d Fleming explains.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cThey essentially turn the lights on with basic functionality rather than innovating through technology and processes to differentiate from competitors.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

In a nutshell, WEM is not just about tools; it\u2019s about design.\u00a0<\/span>\u00a0<\/span><\/p>\n

Features like AI-driven scheduling or automated quality management can have a significant impact \u2013 but only when paired with processes that value agents as much as SLAs.\u00a0<\/span>\u00a0<\/span><\/p>\n

Tackling Everyday Frustrations<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

When organizations are able to shift their mindsets around the role of WEM, results often come quickly.\u00a0<\/span>\u00a0<\/span><\/p>\n

Take one of the most common pain points in any contact center: booking time off.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cThe automated decision-making means advisors receive instant decisions on their time-off requests, completely eliminating the need for human intervention,\u201d Fleming explains.<\/span>\u00a0<\/span><\/p>\n

However, the effect stretched beyond efficiency. Transparency boosted morale, giving advisors confidence and control over their allowances.\u00a0<\/span>\u00a0<\/span><\/p>\n

It\u2019s a small change with a big impact, and proof that WEM isn\u2019t just about operational gains.\u00a0<\/span>\u00a0<\/span><\/p>\n

As Fleming puts it:\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cWhen properly implemented with agent-centric design, WEM tools don\u2019t just improve operational metrics; they create happier, more empowered employees.\u201d<\/span><\/p><\/blockquote>\n

Where WEM Trips Up in the Real World<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

The insights from Benenden\u2019s WEM implementation paint a picture of what it is like on the frontline of customer service and experience.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

One common frustration that seems to come up time and time again is the gap between expectation and execution.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cThere\u2019s often a disconnect between what organizations think their WEM technology will do versus the processes needed to actually achieve those outcomes,\u201d Fleming says.\u00a0<\/span>\u00a0<\/span><\/p>\n

Leaders may think automated leave is already \u2018live\u2019 \u2013 only to realize the processes behind it were never built.\u00a0<\/span>\u00a0<\/span><\/p>\n

Another blocker is trust. AI-driven forecasting and scheduling promise huge efficiency gains, but many planners remain hesitant, as Fleming explains:\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cThere\u2019s leadership pressure to embrace AI, but planners need to understand how systems arrive at their recommendations because they\u2019ll inevitably be asked to explain the rationale.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

Still, the sessions also reveal plenty of wins.\u00a0<\/span>\u00a0<\/span><\/p>\n

For instance, one large retailer cut overstaffing by 12 percent after ditching static Excel models for dynamic scenario planning. SLA stability also improved. <\/span>\u00a0<\/span><\/p>\n

The message from these Community Days seems to be that when enterprises break out of firefighting mode, WEM starts delivering real results.\u00a0<\/span>\u00a0<\/span><\/p>\n

Designing WEM Around People<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

So, what does success for your WEM program actually look like?\u00a0<\/span>\u00a0<\/span><\/p>\n

According to Fleming, it\u2019s about making WEM a continuous process rather than a set of disconnected tools:\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cWe integrate real-time adherence, agent self-service, learning nudges, AI-driven quality management, and analytics-driven insights into single, continuous processes.\u201d\u00a0<\/span><\/p><\/blockquote>\n

That kind of design pays off across the board: businesses cut inefficiencies and protect SLAs; employees get fairer schedules, faster feedback, and better coaching; and customers enjoy quicker responses and higher first-call resolution.\u00a0<\/span>\u00a0<\/span><\/p>\n

It also helps to shift the emphasis from compliance to empowerment.\u00a0<\/span>\u00a0<\/span><\/p>\n

WEM stops being an admin system and becomes the connective tissue of the modern contact center.\u00a0<\/span>\u00a0<\/span><\/p>\n

The Untapped Value of WEM<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

For enterprise leaders, the lesson is clear: WEM isn\u2019t about ticking boxes or measuring adherence; it\u2019s about shaping the agent experience. And in shaping that experience, customer outcomes naturally improve.\u00a0<\/span>\u00a0<\/span><\/p>\n

As Fleming concludes:\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cThe goal is always to make agents\u2019 working lives easier while delivering measurable business outcomes, because when you get that balance right, everyone benefits: agents, customers, and the business.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

For those unsure if their WEM is pulling its weight, a fresh look at design and processes is the best starting point.\u00a0<\/span>\u00a0<\/span><\/p>\n

You can also gain insights into the company\u2019s wider expertise and experience by <\/span><\/i>checking out this exclusive interview<\/span><\/i><\/a> with <\/span><\/i>Sabio\u2019s Chief Revenue Officer<\/span><\/i><\/b>, <\/span><\/i>Ioan MacRae<\/span><\/i><\/b>.<\/span><\/i>\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

For years, workforce engagement management (WEM) has promised to transform the contact center.\u00a0\u00a0 Yet in many enterprises, the tools remain underutilized.\u00a0\u00a0 With many WEM capabilities bundled into larger CCaaS deployments, they often sit idle, reduced to basic scheduling and adherence reporting.\u00a0\u00a0 This \u2018switch-on-and-forget’ approach means that despite investing in powerful platforms, leaders rarely unlock their […]<\/p>\n","protected":false},"author":4983,"featured_media":74798,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,61016,62064],"class_list":["post-74790","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-customer-analytics-intelligence","category-service-management-connectivity","tag-ai-agents","tag-artificial-intelligence","tag-ccaas","tag-forecasting","tag-quality-management","tag-virtual-agent","tag-wem","tag-workforce-engagement-management","brands_to_track-sabio","editorial_type-interview","intent-evaluation","target_audience-industry-professional"],"acf":[],"yoast_head":"\nWhy Outdated WEM Practices Are Holding Back Your Contact Center - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center & Omnichannel\u200b news including AI Agents, Artificial Intelligence, CCaaS, Forecasting, Quality Management, Virtual Agent, WEM, Workforce Engagement Management and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why Outdated WEM Practices Are Holding Back Your Contact Center\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Contact Center & Omnichannel\u200b news including AI Agents, Artificial Intelligence, CCaaS, Forecasting, Quality Management, Virtual Agent, WEM, Workforce Engagement Management and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-10-15T09:23:35+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-19T08:57:29+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Sabio_Why-Outdated-WEM-Practices.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Rhys Fisher\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rhys Fisher\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/\"},\"author\":{\"name\":\"Rhys Fisher\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\"},\"headline\":\"Why Outdated WEM Practices Are Holding Back Your Contact Center\",\"datePublished\":\"2025-10-15T09:23:35+00:00\",\"dateModified\":\"2025-10-19T08:57:29+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/\"},\"wordCount\":917,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Sabio_Why-Outdated-WEM-Practices.jpg\",\"keywords\":[\"AI Agents\",\"Artificial Intelligence\",\"CCaaS\",\"Forecasting\",\"Quality Management\",\"Virtual Agent\",\"WEM\",\"Workforce Engagement Management\"],\"articleSection\":[\"Contact Center & Omnichannel\u200b\",\"Customer Analytics & Intelligence\",\"Service Management & Connectivity\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/\",\"name\":\"Why Outdated WEM Practices Are Holding Back Your Contact Center - CX Today\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Sabio_Why-Outdated-WEM-Practices.jpg\",\"datePublished\":\"2025-10-15T09:23:35+00:00\",\"dateModified\":\"2025-10-19T08:57:29+00:00\",\"description\":\"CX Today covers Contact Center & Omnichannel\u200b news including AI Agents, Artificial Intelligence, CCaaS, Forecasting, Quality Management, Virtual Agent, WEM, Workforce Engagement Management and more.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/#primaryimage\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Sabio_Why-Outdated-WEM-Practices.jpg\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Sabio_Why-Outdated-WEM-Practices.jpg\",\"width\":850,\"height\":425,\"caption\":\"Why Outdated WEM Practices Are Holding Back Your Contact Center\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.cxtoday.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Contact Center & Omnichannel\u200b\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.cxtoday.com\/#website\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"name\":\"CX Today\",\"description\":\"Customer Experience Technology News\",\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.cxtoday.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.cxtoday.com\/#organization\",\"name\":\"CX Today\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"width\":2606,\"height\":1154,\"caption\":\"CX Today\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/CXTodayNews\/\",\"https:\/\/x.com\/cxtodaynews\",\"https:\/\/www.linkedin.com\/company\/69192959\/\",\"https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\",\"name\":\"Rhys Fisher\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g\",\"caption\":\"Rhys Fisher\"},\"url\":\"https:\/\/www.cxtoday.com\/author\/rhys-fisher\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Why Outdated WEM Practices Are Holding Back Your Contact Center - CX Today","description":"CX Today covers Contact Center & Omnichannel\u200b news including AI Agents, Artificial Intelligence, CCaaS, Forecasting, Quality Management, Virtual Agent, WEM, Workforce Engagement Management and more.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/","og_locale":"en_GB","og_type":"article","og_title":"Why Outdated WEM Practices Are Holding Back Your Contact Center","og_description":"CX Today covers Contact Center & Omnichannel\u200b news including AI Agents, Artificial Intelligence, CCaaS, Forecasting, Quality Management, Virtual Agent, WEM, Workforce Engagement Management and more.","og_url":"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/","og_site_name":"CX Today","article_publisher":"https:\/\/www.facebook.com\/CXTodayNews\/","article_published_time":"2025-10-15T09:23:35+00:00","article_modified_time":"2025-10-19T08:57:29+00:00","og_image":[{"width":850,"height":425,"url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Sabio_Why-Outdated-WEM-Practices.jpg","type":"image\/jpeg"}],"author":"Rhys Fisher","twitter_card":"summary_large_image","twitter_creator":"@cxtodaynews","twitter_site":"@cxtodaynews","twitter_misc":{"Written by":"Rhys Fisher","Estimated reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/#article","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/"},"author":{"name":"Rhys Fisher","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044"},"headline":"Why Outdated WEM Practices Are Holding Back Your Contact Center","datePublished":"2025-10-15T09:23:35+00:00","dateModified":"2025-10-19T08:57:29+00:00","mainEntityOfPage":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/"},"wordCount":917,"publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"image":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Sabio_Why-Outdated-WEM-Practices.jpg","keywords":["AI Agents","Artificial Intelligence","CCaaS","Forecasting","Quality Management","Virtual Agent","WEM","Workforce Engagement Management"],"articleSection":["Contact Center & Omnichannel\u200b","Customer Analytics & Intelligence","Service Management & Connectivity"],"inLanguage":"en-GB","copyrightYear":"2025","copyrightHolder":{"@id":"https:\/\/www.cxtoday.com\/#organization"}},{"@type":"WebPage","@id":"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/","url":"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/","name":"Why Outdated WEM Practices Are Holding Back Your Contact Center - CX Today","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/#primaryimage"},"image":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Sabio_Why-Outdated-WEM-Practices.jpg","datePublished":"2025-10-15T09:23:35+00:00","dateModified":"2025-10-19T08:57:29+00:00","description":"CX Today covers Contact Center & Omnichannel\u200b news including AI Agents, Artificial Intelligence, CCaaS, Forecasting, Quality Management, Virtual Agent, WEM, Workforce Engagement Management and more.","breadcrumb":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/#primaryimage","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Sabio_Why-Outdated-WEM-Practices.jpg","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Sabio_Why-Outdated-WEM-Practices.jpg","width":850,"height":425,"caption":"Why Outdated WEM Practices Are Holding Back Your Contact Center"},{"@type":"BreadcrumbList","@id":"https:\/\/www.cxtoday.com\/contact-center\/why-outdated-wem-practices-are-holding-back-your-contact-center\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.cxtoday.com\/"},{"@type":"ListItem","position":2,"name":"Contact Center & Omnichannel\u200b"}]},{"@type":"WebSite","@id":"https:\/\/www.cxtoday.com\/#website","url":"https:\/\/www.cxtoday.com\/","name":"CX Today","description":"Customer Experience Technology News","publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.cxtoday.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.cxtoday.com\/#organization","name":"CX Today","url":"https:\/\/www.cxtoday.com\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","width":2606,"height":1154,"caption":"CX Today"},"image":{"@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/CXTodayNews\/","https:\/\/x.com\/cxtodaynews","https:\/\/www.linkedin.com\/company\/69192959\/","https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA"]},{"@type":"Person","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044","name":"Rhys Fisher","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g","caption":"Rhys Fisher"},"url":"https:\/\/www.cxtoday.com\/author\/rhys-fisher\/"}]}},"_links":{"self":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/74790","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/users\/4983"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/comments?post=74790"}],"version-history":[{"count":3,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/74790\/revisions"}],"predecessor-version":[{"id":74800,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/74790\/revisions\/74800"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media\/74798"}],"wp:attachment":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media?parent=74790"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/categories?post=74790"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}

You can learn more about Sabio\u2019s WEM philosophy by <\/span><\/i>visiting the website today<\/span><\/i><\/a>.\u00a0<\/span><\/i>\u00a0<\/span>\u00a0<\/span><\/p>\n

This is an area that Sabio is particularly passionate about, as evidenced by its <\/span>Community Days<\/span><\/a>, where planners and CX leaders share stories of their individual experiences.\u00a0<\/span>\u00a0<\/span><\/p>\n

At Benenden Health, staff used to wait for manual approval of holiday requests. Now, thanks to a \u2018<\/span>Time Management<\/span><\/a>\u2019 app developed with Sabio inside Genesys WEM, they get instant decisions.\u00a0<\/span>\u00a0<\/span><\/p>\n

The tool\u2019s real value lies in creating a dynamic, agent-centered environment where <\/span>scheduling, coaching, and quality all feed into one another<\/span><\/a>.\u00a0<\/span>\u00a0<\/span><\/p>\n