PUBLISHER: Frost & Sullivan | PRODUCT CODE: 2084058
PUBLISHER: Frost & Sullivan | PRODUCT CODE: 2084058
Growth Opportunities in Global Workforce Engagement Management, 2026
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 and customer engagement are interdependent and equally important.
In this analysis, Frost & Sullivan identifies and defines the leading trends and growth opportunities shaping the global WEM market.
Other information covered includes:
- Strategic Priorities Driving Product Development
- Go-to-Market Focus Areas Based on Regions for Providers
- Build Go-to-Market Narrative Around Top Business Objectives by Verticals (2025 to 2027)
- Agentic AI & WEM: Things You Can Fix to Offer Maximum Benefit to Your Customers
- Growth Drivers & Restraints
Strategic Imperatives
- Why Is It Increasingly Difficult to Grow?
- The Strategic Imperative 8TM
- The Impact of the Top 3 Strategic Imperatives on the Global Workforce Engagement Management (WEM) Industry
Workforce Engagement Management Snapshot
- Category Definition of WEM
- Relevant Definitions for this Study
Strategic Priorities Driving Product Development
- 1. AI-driven Scheduling Continues to Get Upgraded
- 2. Agent Experience (AX) on Way to Become a KPI
- 3. WEM Evolves to Workforce Intelligence Platform
Cracking the Customer Code/Know Your Customers Before You Sell
- Go-to-Market Focus Areas Based on Regions for Providers
- Build Go-to-Market Narrative Around Top Business Objectives by Verticals (2025 to 2027)
- Agentic AI & WEM: Things You Can Fix to Offer Maximum Benefit to Your Customers
Growth Opportunities
- Growth Drivers
- Growth Restraints
Growth Opportunity Universe
- Growth Opportunity 1: Bolstering Agent Coaching
- Growth Opportunity 2: Boosting Intraday Scheduling
- Growth Opportunity 3: Experience-centered Gamification
Appendix & Next Steps
- Benefits and Impacts of Growth Opportunities
- Next Steps
- List of Exhibits
- Legal Disclaimer
