WEM, a natural evolution of WFO, places a huge emphasis on agent empowerment, assistance, and reward by providing worker-focused tools, such as flexible scheduling, personalised training, and coaching, and renovated agent workspaces
By taking advantage of WEM tools and empowering employees to better engage with customers, Frost & Sullivan research found that companies are 96% more likely to be able to achieve overall profitability and are 82% more likely to provide a better quality of customer experience.
To understand how contact centres are using WEM products, Frost & Sullivan surveyed 1,031 business decision-makers across North America, Latin America, Europe, and Asia Pacific, to discern their key challenges and benefits.
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