Workforce engagement management (WEM) is a technology used by companies to increase engagement among their customer service employees. It encompasses tools that monitor employee interactions with customers, training programs, and strategies to motivate employees. WEM aims to improve the employee experience by focusing on employees' needs, leading to more productive, content, and engaged employees. Companies use WEM tools for various reasons, including planning workforce needs, routing customer requests, recording interactions for monitoring and training, providing product knowledge training, tracking performance, evaluating customer satisfaction, and reducing burnout by automating routine tasks with self-serve options and chatbots.