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What is Workforce Engagement Management (WEM)?

Workforce engagement management (WEM) is a collection of contact center software applications designed to increase agent engagement throughout the employment life cycle. They do this by automating tasks associated with scheduling, performance management, quality management, and more. Workforce engagement management has become increasingly important as organizations compete on customer experience (CX). Engaged agents are more committed to organizational goals and will put in extra effort to deliver great experiences.

The term workforce engagement management was coined by Gartner and encompasses the following software functionality:

The best WEM tools are designed with agents in mind. They foster engagement through concepts like flexible scheduling, ongoing professional development, data accessibility and transparency, and more.

What applications are included in WEM?

Workforce engagement management suites typically include the following contact center applications:

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