Enterprises Bet on AI-Workforce Engagement to Transform CX
Frost & Sullivan’s Global Report “One-Size WEM No Longer Fits All” revealed a correlation between happy agents and customer satisfaction as well as revenue growth.
Global WEM Trends
Almost 90% of businesses reported having remote agents, but Frost & Sullivan’s global report found that agents working from home struggle with complications accessing corporate applications and services, internet connectivity, proper technology needs, and more.
However, the report also showed that the right WEM tools and technology can make working from home easier. This is important because it leads to happier agents, which means improved EX and CX. The report also found that:
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Two of every three enterprises plan to inject AI-powered WEM applications into their customer service operations;
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Only 30% of enterprises believe CCaaS-WEM solutions are the best fit to meet their needs; which is explained, in part, by the fact that
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70% of organizations reported having multiple types of contact center platforms deployed across their customer service operations—and a unified WEM approach is imperative.
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Webinar Featuring Frost & Sullivan Analyst
Replay our on-demand webinar between Frost & Sullivan’s Global Vice President Alpa Shah and SuccessKPI CEO Dave Rennyson as they discuss the key Global Findings as well as the impact on essential WEM use cases.
