The contact center glossary covers many of the most common vocabulary, measurements and technologies related to call center software and customer experience.

Workforce Engagement Management

Workforce engagement management (WEM) is a suite of products focused on helping companies improve and manage employee engagement. WEM is defined by functionality supporting recruiting and onboarding, evaluation and improvement, time management, task management and metrics and recognition. 

Workforce engagement management provides insight into your customers, your employees and your operations.  Areas included in WEM, are recording, text analytics, speech analytics, quality monitoring, workforce management, performance management and gamification