7 Pillars of WEM Success

Author: Layne Haaksma, Senior Research Analyst Workforce engagement management (WEM) is increasingly recognized as a critical suite of applications for enhancing employee experiences and driving other business improvements within organizations. Metrigy’s recent global research study with 316 companies, Workforce Engagement Management 2025-26, digs into the practices of companies successfully deploying WEM, identifying key characteristics that differentiate them from their less successful counterparts. WEM is a suite of technologies that optimizes contact center operations by improving agent performance, engagement, and satisfaction. Core WEM applications are:

• Workforce management (WFM), including forecasting and scheduling
• Performance management
• Quality management
• Training and coaching
• Interaction analytics
• Employee feedback/Voice of the Employee
• Gamification

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Table of Contents

• Introduction
• Characteristics of WEM Success
  • Extension of WEM Beyond the Contact Center
  • High Usage of Performance Management Applications
  • Effective Use of AI-Based Coaching to Close Performance Gaps
  • Significant Improvement in Agent Experience
  • High Trust in AI Among Supervisors
  • Increased Supervisor Efficiency from Automated Quality Management (AQM)
  • High Adoption of AI for WEM Use Cases
  • Active Investment and Growth in WEM Applications
• Conclusion
• Working With Metrigy