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

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

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.


  • 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
    • 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
  • Appendix
    • Contact Center Abbreviations and Acronyms
    • Abbreviations and Acronyms Used

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