Frost Radar：勞動力敬業度管理 (WEM) 2025

Frost Radar: Workforce Engagement Management, 2025

出版日期: 2025年11月21日 | 出版商:

Frost & Sullivan | 英文 74 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

促進企業採取行動的基準系統 - 創新推動新交易和成長通路的拓展

勞動力敬業度管理（WEM）能夠提升客服中心產業的績效、勞動力敬業度和顧客體驗（CX）。Frost & Sullivan將 WEM 定義為「一種透過整合分散式客服中心員工應用、監控和分析客戶與員工的互動以及自動化流程來最佳化聯絡客服中心資源，提高營運效率、績效、員工與客戶的互動以及整體員工體驗的策略。」WEM 專注於人才的招募、入職、評估、培訓、輔導和激勵。客服中心解決方案供應商及其客戶已經認知到，勞動力敬業度和客戶參與相互依存，且同等重要。

Frost & Sullivan公司對產業內的眾多公司進行分析。根據領導力及其他特徵篩選出的公司將接受詳細分析，並根據10項成長和創新標準進行基準測試，揭示其在Frost Radar™上的位置。該出版物會考慮每家公司的優勢以及與這些優勢最契合的機會，最終呈現Frost Radar™競爭概況。

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.

Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™ considering their strengths and the opportunities that best fit those strengths.