Frost & Sullivan white paper

Workforce Engagement Management

How to Engage Your Team for the Best Customer Experience

WEM, a natural evolution of WFO, places a huge emphasis on agent empowerment, assistance, and reward by providing worker-focused tools, such as flexible scheduling, personalized training, and coaching, and renovated agent workspaces

By taking advantage of WEM tools and empowering employees to better engage with customers, Frost & Sullivan research found that companies are 96% more likely to be able to achieve overall profitability and are 82% more likely to provide a better quality of customer experience.

To understand how contact centers are using WEM products, Frost & Sullivan surveyed 1,031 business decision-makers across North America, Latin America, Europe, and Asia Pacific, to discern their key challenges and benefits.

Download the Frost & Sullivan White Paper and learn:

  • What WEM means in terms of business impact and priorities
  • Technology demands and planned purchasing trends
  • Current adoption and use of contact center management solutions including WEM