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.
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
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.
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.
Workforce Management
Maximise operational efficiency with comprehensive Workforce Management (WFM) features.
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.
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Workforce Engagement Management (WEM) FAQs
Workforce Engagement Management tools are the software solutions that support your customer support teams. Platforms like RingCentral RingCX come equipped with essential features such as AI quality management scorecards, live sentiment analysis, WFMO tools, and much more—all built-in to elevate your contact centre operations.
Employee engagement is about how committed and connected your team feels to their work. It’s a reliable indicator of how happy they are in their roles. When employees are happier, they’re less likely to leave or start looking for a new job. By focusing on improving engagement, you’re not only boosting morale but also building a stronger, more loyal team while reducing the high costs associated with turnover.
There are many different call centre metrics which can feed into overall Workforce Engagement Management analytics. Practical measures such as agent occupancy and agent utilisation rates tell you how busy your staff are if their time is being used efficiently. Agent attrition rate, meanwhile, gives a top-level view of turnover and—consequently—agent engagement.
Customer-centric metrics play a role, too, however. CSAT or CES values and other measures of customer happiness can also provide insights into engagement and how it ultimately impacts the service offered by your contact centre.
This differs from one tool to the next and depends very much on the provider and the type of platform you opt for. RingCentral RingCX is a holistic omnichannel contact centre solution, with comprehensive Workforce Engagement Management features built in. Its straightforward and affordable pricing starts at £52 per agent, per month, when paid annually.
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Experience our AI-powered contact centre in action.