CX Assurance for AI-Powered Contact Centers
April 16, 2026
Workforce Engagement Management 2025-26
Customer Experience
Research Study
Research Advisory Service (RAS)
Workforce Engagement Management (WEM)
Summary
Authors: Layne Haaksma, Senior Research Analyst; Beth Schultz, VP of Research and Principal Analyst; Robin Gareiss, CEO and Principal Analyst
Workforce engagement management has become critical in meeting workforce challenges that, left unchecked, could inhibit agent/supervisor engagement and, ultimately, hurt customer experience. But with the addition of AI features and other advanced functionalities, these suites are changing rapidly. How are AI-enabled WEM tools helping businesses increase operational efficiency and employee engagement while simultaneously improving CX? What's still missing--with AI and elsewhere? This study explores topics such as:
- Predictive/advanced analytics to assess workload variability, attrition risks, and training needs
- Intelligent scheduling based on agent skills and fluctuating business needs
- Real-time performance feedback and customer sentiment analysis
- Quality management
- AI-powered virtual assistants, for agents and supervisors
- Challenges of using AI for WEM
- Impact on agent spending
- Characteristics of successful WEM initiatives
Table of Contents
- About Metrigy & the Study
- Success Metrics
- Business Metric Improvements
- Agent Metrics
- Application Usage
- Experience
- Supervisor Experience
- AI Use Cases
- Agent Performance Variability
- Automated Quality Management
- Agent & Supervisor Demographics
- WEM Understanding
- Buying
- Implementation
- Spending
- Demographics
Author(s)
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