DEI and Workforce Management: Why It Matters for CX and EX

As leaders in contact center, workforce management (WFM), customer experience (CX) and employee experience (EX), we often focus on the systems, processes and tools that help align business objectives with the performance of our teams. But one factor that is sometimes overlooked in these conversations is the critical role that diversity, equity and inclusion (DEI) play in making these efforts truly successful.

Diversity isn’t just a checkbox — it’s a powerful driver of employee engagement and customer satisfaction.

As a lover of workforce management, let’s break down why DEI is a critical component of your WFM strategy and how it directly impacts both CX and EX.

How DEI Drives Better Employee Experiences (EX)

Workforce management is about ensuring that the right people are in the right place at the right time. In the most basic terms, supply and demand. But it’s more than just forecasting and scheduling — it’s about creating an environment where employees feel valued, included and empowered to bring their best selves to work.

Diverse teams bring different perspectives, which leads to more innovative problem-solving and creativity. When employees from various backgrounds feel like their voices are heard and respected, they are more likely to be engaged, loyal and productive. This directly ties into EX — an inclusive work environment fosters higher job satisfaction, retention and a sense of belonging.

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Incorporating DEI into your WFM strategy means ensuring that your scheduling, hiring and team management processes don’t just meet operational goals but also promote equity. This includes:

When DEI is integrated into your WFM strategy, it improves EX by making employees feel seen, heard and valued, which ultimately leads to a more engaged workforce.

DEI’s Impact on Customer Experience (CX)

Just as DEI enhances employee experience, it has a direct influence on customer experience. Your workforce is the face of your brand, and the more diverse and inclusive that workforce is, the better positioned they are to understand and meet the diverse needs of your customers.

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When employees come from different backgrounds, skillsets and bring varied perspectives, they are better equipped to relate to a broader customer base. This diversity in thinking and problem-solving enables your teams to create more personalized, empathetic customer interactions. Additionally, when customers see themselves represented in your workforce, it builds trust and loyalty, leading to a better overall customer experience.

For example, think of a contact center where agents are culturally diverse and speak multiple languages. This not only improves customer satisfaction by reducing language barriers, but it also builds rapport and trust. A diverse team is more likely to understand the cultural nuances of your customers, which can significantly improve the quality of service and help you stand out in a competitive market.

Aligning DEI, WFM, and Strategic Business Goals

Incorporating DEI into your WFM strategy isn’t just about doing the right thing — it’s about driving results. When your workforce feels valued, respected and included, they are more likely to stay with your company longer, reducing turnover and the costs associated with it. This, in turn, leads to more experienced employees who can deliver better CX.

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From a strategic perspective, aligning DEI with WFM can also positively impact forecasting and scheduling. For example, by understanding the diverse needs of your workforce, you can create flexible schedules that reduce burnout and improve productivity — ultimately leading to better customer outcomes.

Incorporating DEI into the core of your WFM strategy leads to:

DEI isn’t a separate initiative — it should be woven into the fabric of your WFM strategy, impacting both your employee experience and customer experience. As leaders in WFM, CX and EX, we have a unique opportunity to ensure that our strategies aren’t just operationally effective, but that they also create inclusive environments where employees can thrive and customers feel valued.