Winning the Direct Buyer, Small to Large
October 20, 2026
Workforce Engagement Management: 2026-27
Customer Experience
Workplace Collaboration
Research Study
Research Advisory Service (RAS)
AI Agent Assist / Copilots
AI Copilots and Virtual Assistants
Employee Experience
Workforce Engagement Management (WEM)
Summary
Authors: Layne Haaksma, Senior Research Analyst
Workforce engagement management (WEM) remains critical for supporting agent engagement, supervisor effectiveness, and customer experience. As WEM suites evolve with AI, digital twins, and advanced analytics, organizations can now proactively optimize workforce performance in real-time. This study explores how AI-enabled WEM tools, combined with predictive and prescriptive analytics and digital twins, enhance operational efficiency, boost employee engagement, and deliver measurable ROI. Key topics will include:
- Intelligent scheduling
- Real-time feedback
- AI-powered virtual assistants
- Quality management
- Characteristics of high-impact WEM initiatives—highlighting where technology drives value and where gaps remain
Table of Contents
- About Metrigy & the Study
- Key Findings
- Business & Agent Metrics
- WEM Apps & Buying
- Customer Feedback in WEM
- AI & Agentic AI for WEM
- AI Pricing & Budgeting
- Supervisor Experience
- Agent Experience & Coaching
- Automated Quality Management (QM)
- Managing AI Agents
- Demographics
Author(s)
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