Workforce engagement management (WEM) drives performance, agent engagement, and an improved customer experience (CX) in the contact center industry. Frost & Sullivan defines WEM as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize contact center resources to boost operational efficiency, performance, and agent and customer engagement, which improves CX and employee experience. WEM focuses on recruitment, onboarding, evaluating, training, coaching, and motivating the workforce. Contact center solution providers and customers have come to understand that employee engagement and customer engagement are interdependent and of equal importance.

• What are the significant companies examined in this benchmarking analysis?
• How can WEM strategies drive growth by improving contact center efficiency, engagement, and customer experience?
• What opportunities can help your organization gain a competitive advantage over major companies in employee engagement and customer engagement?