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 organized, 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 center.

AI-powered features

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

Conversational insights

Analyze 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 Management (WFM) makes it easy to optimize 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 center management, as engagement in contact centers 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 center 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 center

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 center-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 customized 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 organization.

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 center by tracking keywords, competitive mentions, and common objections.

A 3D representation of the Sentiment Analysis feature in the RingCentral app

WORKFORCE MANAGEMENT

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

A woman viewing a schedule on her mobile phone

WORKFORCE MANAGEMENT

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

Optimize resource planning

Create balance across your contact center 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 organizations to stay connected and deliver exceptional customer experiences. With RingCentral RingCX, a contact center 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.

Read the case study

What amazes me is how intuitive RingCX is.  It brings voice calls and all our digital channels into a single pane of glass.

Jaimie Bell, VP of Client Solutions | Office Gurus

$3.2m

In savings with a reduction
in cost per transfer

34%

Increase in
Qualified Leads

Products used:

RingCX

Read the case study

RingCentral helped us cut wait times by 40%. For our patients, that impact is incredibly meaningful.

Zac Shannon, IT Manager | MedCare Equipment Company

40%

Reduction in average
call wait times

20%

Improving at resolving customer
issues and closing deals

Products used:

RingCX

RingEX

Analytics

Read the case study

RingCX helped Worldwide Express exceed our customer SLAs by 10%.

Cheryl Hisdahl, Contact Center Manager | Worldwide Express

125k

Companies Served

#2

Largest Private Freight
Brokerage in the U.S.

Products used:

RingCX

Read the case study

Before, we spent 13+ hours a month reviewing over 100 calls. Now, AI identifies key moments in 1-2 minutes, reducing review times to 5 hours so managers can coach more effectively.

Joe Phelps, Intake Director | The Husband and Wife Law Firm

15x

faster workflows and
cost savings

66%

improvement in call
handling speed

Products used:

RingCX

Check out the latest innovations

Integrations

RingCX direct routing for Microsoft Teams

CRM INTEGRATIONS

Immersive agent experiences, powered by AI

AI QUALITY MANAGEMENT

Coach agents faster with AI-automated scorecards

WORKFLOW BUILDER

Automate tasks with easy to use, customizable SMS rules

The complete contact center solution

Bring all your employee and customer experiences together with RingCentral.

RingCX

Easily manage agents, coach performance, and improve customer satisfaction with every interaction.

Outbound

Sell, collect, and proactively support with dynamic outbound contact center  and campaign management.

Omnichannel

Connect with your customers across voice and 20+ digital channels including web, social media, and messaging. 

AI Assist

Never miss a beat with in-the-moment answers and targeted supervisor support during live customer interactions.

IVA

Offer both voice and digital self-service capabilities to your customers with intelligent virtual agents.  

The AI Notes feature of the RingCentral RingSense AI

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 center 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 center metrics which can feed into overall Workforce Engagement Management analytics. Practical measures such as agent occupancy and agent utilization 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 center.

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 center solution, with comprehensive Workforce Engagement Management features built in. Its straightforward and affordable pricing starts at $65 per agent, per month, when paid annually.

Create effortless customer experiences with RingCentral

Experience our AI-powered contact center in action.