How to Transform CX with AI-Workforce Engagement

One size workforce engagement management (WEM) no longer fits all. 

That’s the major theme in Frost & Sullivan’s 2024 customer experience (CX) survey. 

It also showed that with most channels, satisfaction is virtually the same. So, what can contact centers do to improve? 

To achieve better CX, contact centers need to focus on strategy, technology, and purpose. 

That’s what Frost & Sullivan Global Vice President of CX, Alpa Shah, and SuccessKPI CEO discussed in the Global WEM Findings webinar. 

Let’s take a deeper dive into the findings. 

Address Agent Attrition 

Though 89% of agents now work remotely, Frost & Sullivan’s survey showed that agent attrition is worse in 2024 than in 2020. 

And 86% of contact centers reported average after-call work time has increased or stayed the same, despite working from home. Additional work from home agent challenges reported include: 

• Complicated access to corporate applications and services (37%) 
• Lack of bandwidth and internet connectivity (35%) 
• Lack of meeting equity (33%) 
• Lack of proper technology tools (34%) 
• Relationships with coworkers suffering (31%) 

One way to address these agent challenges and agent attrition is through technology. 

AI-powered WEM Can Help 

Two out of three contact centers reported they will be investing in WEM over the next five years to solve some of these challenges. But only 30% of enterprises believe that CCaaS-WEM solutions are the best fit to meet their needs. 

And 70% of contact centers surveyed reported having multiple CCaaS. 

Independent, unified, and integrated WEM can help achieve a single source of truth, cost-efficiency, scalability, and innovation. But Shah and Rennyson said it must also meet contact centers where they are. 

Artificial intelligence (AI) can help. 

Frost & Sullivan’s survey showed 80% of contact centers plan to use AI to automate and improve supervisor and employee experience within the next three years. Key drivers for automation include: 

• Revenue generation—assistance with upselling and cross-selling (54%) 
• Supervisor assistance (47%) 
• Cost reduction (46%) 
• Positive ROI (44%) 
• Improved Service Level Agreements (43%) 
• Agent assistance (34%) 
• Adherence (31%) 

During the webinar, we asked participants how they’d like AI to help their business in 2025. Here is what they said, and how SuccessKPI’s WEM works to address these areas: 

Agent Efficiency 

Participants are focused on driving agent efficiency in 2025. They want to support their agents and help them become more effective. 

SuccessKPI’s AI-powered platform helps by empowering agents with real-time coaching and guidance. It provides real-time coaching and context-driven guidance from pre-built scripts, FAQs, and a knowledge base. 

Contact centers can use SuccessKPI’s Playbook Builder™ to automate which agent conversations are sent to evaluation using topics, themes, and sentiments. This ensures agents receive the evaluation and coaching needed without requiring evaluators to score every single conversation from every single agent every single day—which would be virtually impossible for most organizations. 

AI and automation can also aid with agent efficiency by helping them to better understand customer interactions in real-time with sentiment analysis. This powerful tool listens for specific words and phrases and understands customer sentiments during live conversations.  Then the real-time data is fed into an AI-powered engine that’s capable of taking any number of actions including:  

• Offering a virtual assistant to the customer during self-service or an agent  
• Texting or emailing a supervisor or subject matter expert  
• Flagging the interaction for Quality Monitoring and/or follow-up  

This improves agent efficiency by providing them with both real-time data and assistance during customer interactions. 

Learn more about SuccessKPI’s Playbook Builder™ and Sentiment Analysis.  

Data Security and Privacy 

Participants are also focused on protecting customer data and privacy in 2025. 

Protecting your data and customers should be one of the most important objectives of any contact center. That’s why SuccessKPI makes the privacy and protection of the data on our network and platform our top priority. 

SuccessKPI has established a full framework of operational systems policies and procedures orchestrated in such a way to protect data in transit and at rest in our SaaS platform. These meet the highest industry standard and are audited and certified regularly in accordance with leading security and operational performance standards including: 

• PCI; 
• SOC2; 
• HIPAA;
• ISO 27001; 
• GDPR; 
• CCPA; 
• LGPD; 
• FedRAMP; and 
• More 

In terms of implementing automation with data security, SuccessKPI offers Redactions. The solution automatically redacts sensitive personally identifiable information (PII) from transcription results. It then replaces each identified instance of PII with a [PII] tag within the transcription. Contact centers can use redactions to protect privacy as well as comply with local laws and regulations. 

Learn more about SuccessKPI’s data security and redactions. 

More Leads 

Participants are also looking toward AI and automation to create more business using their contact center. 

To earn additional business, delivering the best customer experience can be a game changer. SuccessKPI can help your contact center measure and improve its customer experience with business intelligence.  

Robust business intelligence provides a full view of all customer touchpoints and puts insights to action in a secure AI-powered platform. It also offers: 

• Real-time Monitoring: Get live insight into your contact center to understand what’s happening right now 
• Historical Call Journey: See how calls are contained and transferred and leverage trends to inform your business decisions 
• Powerful Data Connectors: Blend contact center metrics with structured and unstructured data from third-party sources including CRMs and HR applications 

Learn more about SuccessKPI’s business intelligence. 

Internal Forecasting 

Participants are also looking for AI-powered internal forecasting. 

SuccessKPI’s Workforce Management can help your organization make staffing and scheduling decisions with AI-powered forecasting and insights. Use AI to forecast your live channel traffic. Your contact center can precisely forecast traffic and staffing needs down to 15 min segments. It can also automatically detect traffic trends and anomalies using deep learning algorithms. Plus, it’s easy to quickly adjust forecasts. 

Learn more about SuccessKPI AI-powered forecasting. 

And these are just some use cases for AI and automation. The Frost & Sullivan survey highlighted additional use cases contact centers plan to implement: 

• Automate call summaries 

• Automate quality management 

• Answer ad hoc business questions based on historical transcriptions 

• Automate the creation of speech analytics topics 

• Identify agents in need of training 

• Drive automated actions through generative AI 

• Identify actionable improvement areas 

AI-powered forecasting and scheduling and collaboration tools are the main investment priorities for the next two years, according to the survey. And it’s important to make sure your contact center moves forward with the strategy, technology, and purpose that is the best fit and meets its employees and customers where they are at. 

Check out the entire Global WEM Findings on-demand webinar to see all of Shah’s and Rennyson’s advice on switching to an independent, integrated WEM.