Workforce Engagement Management (WEM)

Improve agent performance and deliver effortless customer experiences with AI-powered quality management, automated scorecards, conversation analytics, and more Workforce Engagement Management (WEM) features.
A woman viewing the sentiment analysis score in the RingCentral app on a laptop

How to engage your workforce and create the best customer experiences

Engaging your workforce is a great first step towards delivering exceptional customer experience (CX). Give your teams the tools to stay organised, work efficiently, and stay motivated—so they’re ready to go the extra mile for your customers. RingCentral RingCX provides everything you need for successful Workforce Engagement Management (WEM) in your contact centre.

AI-powered features

Get AI-generated call summaries, scoring, and feedback. Plus, AI-powered forecasting and scheduling eliminates guesswork.

Conversational insights

Analyse customer sentiment at scale, 
and keep tabs on critical phrases and how 
often they occur.

Agent empowerment

Our self-service interface makes it easy 
to enable schedule requests along with shift bidding and trading.

Efficient operations

AI Quality Management allows supervisors to coach at scale, while Workforce Engagement Management (WEM) makes it easy to optimise resource costs with the right mix of agents.

What is WEM?

Workforce engagement is the level of enthusiasm for and commitment to their job felt by the members of your team. It’s a particularly important aspect of contact centre management, as engagement in contact centres is often low, leading to high agent turnover rates and the related problems these cause for businesses.

Workforce Engagement Management (WEM), then, is the name for the methods and processes your contact centre employs to assess, analyze, and improve the engagement of your teams. It’s a term intrinsically linked with the software solutions often employed to help with those processes and methods. It’s also tightly related to concepts such as workforce optimization (WFO) and quality management (QM).

See our AI Quality Management features in action

A laptop screen displaying an agent's dashboard within the RingCentral RingCX app

Workforce engagement software features for all areas of your contact centre

The best WEM software has all the features you need to monitor customer satisfaction and demand, assess agent performance, and help you improve that performance on an individual and contact centre-wide level. RingCentral RingCX provides all crucial Workforce Engagement Management software features including, AI quality management, conversation analytics, and workforce management.

AI Quality Management

Automate agent scoring, coaching, and feedback with AI.
A female coach viewing the intelligent scoring of agents in the RingCentral RingCX app

AI Quality Management

Automate agent scoring, coaching, and feedback with AI.

Ensure customer satisfaction

Automatically score every customer interaction with AI-powered scorecards. Managers can view scorecards at a glance, and dive into the details of each individual conversation.

Improve agent performance

Easily identify performance gaps by leveraging scorecards, summaries, transcripts, and recordings of every customer interaction.

Provide targeted agent development

Leverage coaching insights to provide customised agent training plans based on AI insights.

Conversation Analytics

Get a complete view of every customer interaction.

Conversation Analytics

Get a complete view of every customer interaction.

Drill into rich business insights

Use built-in insights to better understand customer interactions, coach agents on performance improvements, and help influence revenue across your entire organisation.

Track customer sentiment

Easily identify areas of improvement with customer sentiment analysis and key moments.

Quickly surface trends and topics

Keep a finger on the pulse of your contact centre by tracking keywords, competitive mentions, and common objections.
A 3D representation of the Sentiment Analysis feature in the RingCentral app

Workforce Management

Maximise operational efficiency with comprehensive Workforce Management (WFM) features.
A woman viewing a schedule on her mobile phone

Workforce Management

Maximise operational efficiency with comprehensive Workforce Management (WFM) features.

Optimise resource planning

Create balance across your contact centre and always have the right mix of available agents with AI-driven forecasting.

Empower every agent

Boost employee satisfaction and reduce turnover by giving agents a voice in 
managing their schedules.

Manage real-time schedule adherence

Track real-time adherence & interaction volume, and make changes to resourcing to maintain service-level targets.

Workforce engagement solutions deliver real-world benefits

Trusted by over 400,000 businesses worldwide, RingCentral empowers organisations to stay connected and deliver exceptional customer experiences. With RingCentral RingCX, a contact centre with workforce engagement management capabilities, businesses achieve real-world benefits like improved CSAT scores, streamlined operations, and consistent, high-quality service across every customer interaction.

The complete contact centre solution

Bring all your employee and customer experiences together with RingCentral.
The AI Notes feature of the RingCentral RingSense AI

Workforce Engagement Management (WEM) FAQs

Create effortless customer experiences with RingCentral

Experience our AI-powered contact centre in action.