WFO (Workforce Optimization) is typically applied in customer service and call centers. Its main objective is to ensure that an organization's workforce is utilized to its maximum potential at the right time, optimizing human resources and improving overall team quality and efficiency.

WFM (Workforce Management) focuses on efficient scheduling and managing the workforce, ensuring that each employee works in the right place at the right time.

As the industry evolves, Gartner believes that a people-centric approach to workforce handling is essential, recognizing that optimizing workforce engagement cannot be as effective as it used to be if treated merely as a machine-like optimization process. Therefore, Gartner has transitioned the evaluation category from WFO (Workforce Optimization) to WEM (Workforce Engagement Management).

WEM (Workforce Engagement Management) is a comprehensive management approach aimed at enhancing employee engagement and job satisfaction. By providing effective support, resources, and incentive measures, it creates a positive work environment that encourages employees to perform at their best.

This people-centric management approach not only enables employees to be more focused and increases retention rates but also promotes better service delivery and elevates the overall skill level of employees, resulting in a superior customer experience and service satisfaction.