Workforce Engagement Management 2025-26:SMB View

Authors: Layne Haaksma, Senior Research Analyst; Beth Schultz, VP of Research and Principal Analyst; Robin Gareiss, CEO and Principal Analyst Workforce Engagement Management (WEM) is becoming essential for small and mid-sized businesses (SMBs) as they navigate workforce challenges that, if left unresolved, risk lowering agent and supervisor engagement—and ultimately damaging customer experience. The WEM landscape is evolving quickly, fueled by AI-driven features and advanced capabilities. For SMBs in particular, AI-enabled WEM tools are proving transformative, driving improvements in operational efficiency, employee engagement, and customer satisfaction. Capabilities such as agentic AI, performance management, and flexible scheduling matter even more to SMBs than to their larger enterprise peers. This research study explores how SMBs are evaluating, adopting, and using WEM tools—and what that means for the future of workforce engagement.

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Table of Contents

• About Metrigy & the Study
• WEM Adoption and Investment
• Purchasing and Pricing Models
• AI Use Cases
• Agent Experience