Workforce Engagement Management

Power better performance
from every employee

Simplify work with productivity solutions that reduce effort, spark momentum, and let your people shine in every interaction.

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The world’s best brands trust NiCE to power 15B+ interactions a year

WEM is a suite of productivity solutions designed to improve contact center performance and employee engagement. It includes tools for scheduling, coaching, feedback, and automation—all built to help teams work smarter, stay motivated, and deliver great customer experiences.

Our WEM solutions help contact centers manage all interactions—voice, chat, messaging, and more—within a single AI-powered platform. With channel-specific KPIs, supervisor tools for real-time digital coaching, and optimized forecasting for asynchronous work, it’s built for today’s multichannel CX world.

WEM enhances staff motivation by empowering agents with real-time guidance and giving supervisors access to actionable insights. AI workforce tools reduce busywork, surface coaching opportunities, and create a more consistent, connected experience across the entire team.

AI is embedded throughout our WEM solutions to simplify and strengthen operations. It helps automate evaluations, identify sentiment shifts, and surface trends through workforce analytics—transforming scattered data into actions that boost performance and engagement.

Yes. Whether teams are remote, hybrid, or in-office, WEM keeps everyone aligned. With digital-first coaching, real-time alerts, and centralized access to performance data, staff enhancement doesn’t stop—no matter where the work gets done.

WEM brings together AI, automation, and workforce analytics to uncover patterns, reduce handle times, and elevate service. It helps leaders fine-tune coaching, reinforce quality standards, and keep employees engaged and motivated—all while driving business results.