What Is Workforce Engagement Management?
Workforce Engagement Management (WEM) is the management approach that deals with contact centre employee performance. WEM encompasses the entire lifecycle of contact centre employees:
- Hiring
- Onboarding
- Assigning KPIs
- Managing
- Motivating
- Rewarding
- Call recording
- Optimization
WEM has evolved from what used to be known as “Workforce Optimization” or WFO. WFO focused on efficiencies and managing end results, with a focus on metrics such as per-employee productivity and costs.
WEM takes a more holistic, pyramid-flip approach, focusing on driving results through engaging employees. WEM tools include call recording, performance management, quality management tools, and workforce management.
Contributed by: Centrical
To find out the key differences between Workforce Management (WFM), Workforce Optimization (WFO) and Workforce Engagement Management (WEM), check out this next: What Is the Difference Between WFM, WFO and WEM?
Author: Robyn Coppell
Reviewed by: Megan Jones
Published On: 26th May 2023 - Last modified: 25th Sep 2025
Read more about - Definitions, Centrical, Performance Management, Terminology
