NEWS: 公告在東京證券交易所JASDAQ標準市場新上市


客戶服務部門員工參與管理 (WEM):北美市場分析、預測:2019年

North American Workforce Engagement Management (WEM) Market View for Customer Care, 2019

出版商 Frost & Sullivan 商品編碼 783283
出版日期 內容資訊 英文 56 Pages
商品交期: 最快1-2個工作天內
客戶服務部門員工參與管理 (WEM):北美市場分析、預測:2019年 North American Workforce Engagement Management (WEM) Market View for Customer Care, 2019
出版日期: 2019年01月28日內容資訊: 英文 56 Pages

汲取人力資源優化 (WFO)流程的員工參與管理 (WEM) 技術,提供獲得、提高、維持有能力的員工的課題的解決方案。

本報告提供北美的客戶服務部門員工參與管理 (WEM)的市場調查,市場及技術概要,WEM引進的各種優點,主要供應商的簡介,用途、解決方案範例,成長機會、成功策略分析等資料彙整。


  • 主要調查結果


  • 員工參與管理 (WEM):概要
  • 員工參與的7個策略區域
  • 著重客服中心的員工參與的優點


  • 成長桿
  • 成長機會:物理環境的改善
    • 業者簡介:Avaya
    • 業者簡介:Plantronics
  • 成長機會:員工需求的理解
    • 業者簡介:CallMiner
  • 成長機會:人力資源管理的改善
    • 業者簡介:Calabrio
  • 成長機會:代理授權&參與度
    • 業者簡介:nGuvu
    • 業者簡介:Noble Systems
    • 利用案例
  • 成長機會:效能改善
    • 業者簡介:Genesys
    • 業者簡介:MindTouch
  • 客戶服務引進成長機會:成熟技術
    • 業者簡介:Creative Virtual
    • 利用案例
  • 成功、成長的策略性必要條件




Product Code: 9AC4/1D

Going Beyond Salaries and Surveys to Improve Cross Organizational Business Outcomes

The rapid pace of technological change has had far reaching impact across business; ushering in the age of digital transformation. Machine learning (ML), natural language processing (NLP), artificial intelligence (AI), mobility, and cloud computing are a few examples of maturing technologies that are impacting this transformational movement. This transformation is particularly apparent in the realm of customer contact, as new technologies hold the promise of improving both the customer experience (CX) and employee experience (EX). It has manifested through the addition of new digital customer interaction channels, such as virtual assistants and bots, Web self-service and social networks. These maturing technologies are being used to infuse new capabilities across the customer contact landscape including analytics to improve performance and bring insights to agent performance and customer interactions.

This trend of new technology adoption feeds directly into the changes happening with workforce management in the contact center. The demographics of the contact center have changed in the past decade. The majority of new agents are being pulled from the ranks of millennials and younger, who favor a more flexible workplace environment, with more work/life balance, and which includes flexible scheduling and the option to work from home. In fact, this trend has dovetails with digital transformation in that workers are testing the waters with employment in disruptive industries that have created the Gig economy and compete with the contact center for resources.

Workforce engagement management (WEM), which is a natural offshoot of workforce optimization (WFO), provides an answer to the challenges of attracting, improving , and retaining a talented workforce. It seeks to improve the employee experience (EX) in contact centers with the same intent as contact centers have sought to improve the customer experience (CX). WEM addresses the challenges and needs of an evolving workforce by providing the tools and insights to create a more engaged, empowered, and efficient workforce.

This insight delves into the critical components for an effective WEM strategy. It looks at the seven strategic areas of workforce engagement that make up a well-designed strategy. These include physical environment, voice of the employee (VoE), refreshed desktop and tools, WFO, gamification, and emerging technologies. It also addresses the challenges and benefits for investing in WEM and what companies should do to create a successful WEM strategy. Included in the insight are a sampling of solution provider profiles and use cases for each of the core areas of WEM, as examples of the benefits attained through its use.

Table of Contents


Executive Summary

  • Key Findings

Market Definition

  • Workforce Engagement Management-Overview
  • Seven Strategic Areas of Workforce Engagement
  • Benefits of Focusing on Workforce Engagement in the Contact Center

Growth Opportunities and Companies to Action

  • Levers for Growth
  • Growth Opportunity 1-Improving the Physical Environment
  • Vendor Profile-Avaya: Physical Environment (Endpoints)
  • Avaya Headset Example
  • Avaya Deskphone Example
  • Vendor Profile-Plantronics: Physical Environment
  • Vendor Profile-Plantronics: Biophilic Design Incorporation
  • Growth Opportunity 2-Understanding Workforce Needs
  • Vendor Profile-CallMiner: Quality Monitoring (Agent Scorecards)
  • Vendor Profile-CallMiner: Increase Agent Engagement Through Improved QA Process
  • Growth Opportunity 3-Workforce Management Improvement
  • Vendor Profile-Calabrio: WFM (Agent Scheduling)
  • Calabrio-WEM Tools
  • Vendor Profile-Calabrio: Advanced Scheduling Equates to Decreased Agent Stress and Attrition
  • Growth Opportunity 4-Agent Empowerment and Engagement
  • Vendor Profile-nGuvu: Gamification
  • nGuvu-Healthcare: Improving Team Morale and Performance
  • Vendor Profile-Noble Systems: Gamification
  • Use Case-Noble Systems: Enhance Community and Increase Productivity
  • Use Case-Noble Systems: Enhance Community and Increase Productivity (continued)
  • Growth Opportunity 5-Enable Performance Improvements
  • Vendor Profile-Genesys: Integrated WEM Suite
  • Genesys Agent Assist
  • Vendor Profile-Genesys: Improving Employee Performance and Enhancing CX
  • Vendor Profile-MindTouch: Enabling Performance Improvements Through Knowledge Management
  • Vendor Profile-MindTouch: Improving Employee Performance and Enhancing CX
  • Growth Opportunity 6-Harnessing Maturing Technologies into Customer Care
  • Vendor Profile-Creative Virtual: Virtual Agent, Chatbots, Knowledge Management
  • Use Case-Creative Virtual: Government (Improve Agent Productivity and Reduce Costs)
  • Strategic Imperatives for Success and Growth

Strategic Considerations

  • Strategic Considerations
  • Legal Disclaimer


  • Contact Center Abbreviations and Acronyms
  • Abbreviations and Acronyms Used
  • Abbreviations and Acronyms Used (continued)

The Frost & Sullivan Story

  • The Frost & Sullivan Story
  • Value Proposition-Future of Your Company & Career
  • Global Perspective
  • Industry Convergence
  • 360° Research Perspective
  • Implementation Excellence
  • Our Blue Ocean Strategy