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Workforce Engagement Management 2025-26

Published on: June 26, 2025

Authors: Layne Haaksma, Senior Research Analyst; Beth Schultz, VP of Research and Principal Analyst; Robin Gareiss, CEO and Principal Analyst
Workforce engagement management has become critical in meeting workforce challenges that, left unchecked, could inhibit agent/supervisor engagement and, ultimately, hurt customer experience. But with the addition of AI features and other advanced functionalities, these suites are changing rapidly. How are AI-enabled WEM tools helping businesses increase operational efficiency and employee engagement while simultaneously improving CX? What's still missing--with AI and elsewhere? This study explores topics such as:
  • Predictive/advanced analytics to assess workload variability, attrition risks, and training needs
  • Intelligent scheduling based on agent skills and fluctuating business needs
  • Real-time performance feedback and customer sentiment analysis
  • Quality management
  • AI-powered virtual assistants, for agents and supervisors
  • Challenges of using AI for WEM
  • Impact on agent spending
  • Characteristics of successful WEM initiatives
Table of Contents
  • About Metrigy & the Study
  • Success Metrics
  • Business Metric Improvements
  • Agent Metrics
  • Application Usage
  • Experience
  • Supervisor Experience
  • AI Use Cases
  • Agent Performance Variability
  • Automated Quality Management
  • Agent & Supervisor Demographics
  • WEM Understanding
  • Buying
  • Implementation
  • Spending
  • Demographics


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