Frost Radar：劳动参与管理 (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个工作天内

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简介目录

一套能够驱动业务行为的标竿体系－创新能够推动新交易的达成与成长管道的拓展。

员工敬业度管理 (WEM) 能够提升客服中心产业的绩效、员工敬业度和顾客体验 (CX)。Frost & Sullivan将 WEM 定义为「一种透过整合分散式客服中心员工应用、监控和分析客户与员工的互动以及自动化流程来优化联络客服中心资源，从而提高营运效率、绩效、员工与客户的互动以及整体员工体验的策略。」WEM 专注于人才的招募、入职、评估、培训、辅导和激励。客服中心解决方案供应商及其客户已经认识到，员工敬业度和客户参与相互依存，且同等重要。

Frost & Sullivan公司对产业内的众多公司进行分析。根据领导力及其他特征筛选出的公司将接受详细分析，并根据10项成长和创新标准进行基准测试，从而揭示其在Frost Radar™上的位置。该出版物会考虑每家公司的优势以及与这些优势最契合的机会，最终呈现Frost Radar™竞争概况。

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.