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封面
市場調查報告書
商品編碼
2084058

2026年全球員工敬業度管理領域的成長機會

Growth Opportunities in Global Workforce Engagement Management, 2026
出版日期: | 出版商: Frost & Sullivan | 英文 36 Pages | 商品交期: 最快1-2個工作天內

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簡介目錄

員工敬業度管理 (WEM) 旨在提升客服中心產業的績效、員工敬業度和客戶體驗 (CX)。Frost & Sullivan將 WEM 定義為一種策略，透過整合分散式聯絡客服中心員工應用、監控和分析客服中心。 WEM 的重點在於人才招募、入職、評估、培訓、輔導和激勵。客服中心解決方案供應商和客戶都已認知到，員工敬業度和客戶敬業度相互依存，且同等重要。

在這份分析報告中，Frost & Sullivan識別並定義了影響全球 WEM 市場的關鍵趨勢和成長機會。

此外，還涵蓋以下資訊：

  • 推動產品開發的策略重點
  • 供應商的區域市場准入重點領域
  • 根據產業關鍵業務目標制定打入市場策略（2025-2027 年）。
  • 基於代理的人工智慧和WEM：如何改進才能為客戶帶來最大利益
  • 促生長因子和抑制生長因子

策略要務

  • 為什麼經濟成長變得越來越困難？
  • The Strategic Imperative 8 TM
  • 全球員工敬業度管理 (WEM) 產業三大策略要務的影響

員工敬業度管理概述

  • WEM類別定義
  • 本研究中的相關定義

推動產品開發的策略重點

  • 1. 人工智慧驅動的日程安排變得越來越複雜。
  • 2. 代理體驗 (AX) 正成為一項關鍵績效指標 (KPI)。
  • 3. WEM 正在發展成為一個勞動力智慧平台。

揭開顧客心理/銷售前了解顧客

  • 對於供應商：區域市場准入重點領域
  • 根據各產業的關鍵業務目標制定打入市場策略（2025-2027 年）。
  • 基於代理的人工智慧和WEM：如何改進才能為客戶帶來最大利益

發展機會

  • 成長促進因素
  • 抑制生長的因素

成長機會整體情況

  • 成長機會 1：加強經紀人輔導
  • 成長機會2：加強日間日程管理
  • 成長機會 3：基於體驗的遊戲化

附錄與未來計劃

  • 成長機會帶來的益處和影響
  • 未來計劃
  • 圖表列表
  • 免責聲明
簡介目錄
Product Code: PLMM-76

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