Workforce Engagement: 5 Trends to Watch

Last year was a year like no other. 2020 will forever make history as a time that not only disrupted our daily habits but also marked the beginning of a new business era. What’s more, the impact on workplace culture is likely to stand the test of time.

One of the many areas in which these changes can be appreciated is the shift from workforce management to workforce engagement

Already in 2017, Dimension Data Global Customer Experience Benchmarking report  concluded that “balancing and aligning the satisfaction of customers and employees with the business strategy is the foundation for excellent customer experience.” Five years later, this statement is ringing even more true.

The move to a distributed workforce has set the bar high for what constitutes employee happiness. To meet those standards, successful companies are focusing on fool-proof strategies designed to keep their employees happy. Below, we have gathered five workforce engagement trends to watch in 2021.

1. Workforce Engagement Management (WEM) is the next buzzword

The beauty of WEM lies in helping businesses deliver optimal levels of customer experience by leveraging advanced and agent-centered connective technologies.

By deploying tools such as Voice of the Employee (VoE) and agent assistance help, companies can empower their staff to deliver high-quality assistance, decrease attrition, and provide immaculate service to customers. Additional and equally important WEM tools aim to manage those areas related to HR, quality control, time & task management as well as employee recognition and creating outstanding company culture

2. Internal communication will remain digital

With an overwhelming number of companies losing interest in a return to the office and many others anticipating a hybrid future for their enterprises, it is safe to assume that we will continue to see a rise in internal communication tools in the coming years. Such tools will make for a smooth and effective exchange of information between teams and supervisors. 

Beside the obvious professional advantages of maintaining healthy communication channels within an enterprise, touching base with colleagues and supervisors can foster a sense of belonging that is much needed in our new reality.

3. Personalization will keep going strong

2021 will bring the concept of personalization in employee communication to the next level. In fact, internal communication will see the same levels of personalization in messaging as those destined for customer communication.

And there’s more. The future will see a rise in employee engagement software allowing individual staff members to communicate through their channel of choice. As flexibility is one of the core values of the modern worker, this particular point becomes a key element of employee satisfaction. Recognizing outstanding employees with the best acrylic awards can further boost morale and foster a positive workplace culture.

4. Worker wellbeing culture will outlive the pandemic

Recent years have already seen a spiked interest in maintaining a happy and healthy work environment. With the onset of the global epidemic and the dire consequences of 

The widespread lockdowns and isolation on mental health, employee wellbeing becomes a matter of concern.

This, in turn, has translated into a more compassionate and caring workplace culture. As this becomes the norm in many successful organizations, it is to be expected that pulse surveys, polls, and general feedback are likely to become the norm. This brings us to our next and final point.

5. Workplaces will become more empathetic 

The aftermath of current events and the rise in mental health awareness are inevitably going to change workplace culture as we know it. As they appreciate the positive effects of messaging personalization and employee engagement software, companies will undoubtedly hold on to those strategies.

Difficult times have made the importance of values such as honesty and authenticity even clearer. Especially in the context of a distributed workforce, fostering a positive culture within a company can play a huge role in employee satisfaction. Recognizing and rewarding productive employees by giving adequate awards can further enhance morale and motivation. Additionally, creating a digital photo book showcasing memorable moments and achievements can strengthen team bonds and preserve cherished memories.


Living through a global epidemic has made the importance of connection, communication, and belonging all the more clear. In these difficult times, these employee engagement trends have played a strategic role in maintaining a functioning workplace environment – so much so that it becomes difficult to imagine a future without them. 

Share this post with your network:
Subscribe to our newsletter
Actionable tips and tactics to skyrocket your cloud communications

Get a Free Growth Session and Demo

Experience a live demo customized around your unique business goals, workflows, pain points and challenges, and find out why Squaretalk is the perfect call center solution for organizations like yours.