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Agent Experience Is Driving Transformational CX
29-Jun-2026
Global
Market Research
PLMM-01-00-00-00
IT_2026_34686
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 and customer engagement are interdependent and equally important.
In this analysis, Frost & Sullivan identifies and defines the leading trends and growth opportunities shaping the global WEM market.
Other information covered includes:
• Strategic Priorities Driving Product Development
• Go-to-Market Focus Areas Based on Regions for Providers
• Build Go-to-Market Narrative Around Top Business Objectives by Verticals (2025 to 2027)
• Agentic AI & WEM: Things You Can Fix to Offer Maximum Benefit to Your Customers
• Growth Drivers & Restraints
Author: Ankita Singh
Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top 3 Strategic Imperatives on the Global Workforce Engagement Management (WEM) Industry
Category Definition of WEM
Relevant Definitions for this Study
1. AI-driven Scheduling Continues to Get Upgraded
2. Agent Experience (AX) on Way to Become a KPI
3. WEM Evolves to Workforce Intelligence Platform
Go-to-Market Focus Areas Based on Regions for Providers
Build Go-to-Market Narrative Around Top Business Objectives by Verticals (2025 to 2027)
Agentic AI & WEM: Things You Can Fix to Offer Maximum Benefit to Your Customers
Growth Drivers
Growth Restraints
Growth Opportunity 1: Bolstering Agent Coaching
Growth Opportunity 2: Boosting Intraday Scheduling
Growth Opportunity 3: Experience-centered Gamification
Benefits and Impacts of Growth Opportunities
Next Steps
List of Exhibits
Legal Disclaimer
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A tailored session with you where we identify the:- Strategic Imperatives
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Impacting your company's future growth potential.
In this analysis, Frost & Sullivan identifies and defines the leading trends and growth opportunities shaping the global WEM market.
Other information covered includes: • Strategic Priorities Driving Product Development • Go-to-Market Focus Areas Based on Regions for Providers • Build Go-to-Market Narrative Around Top Business Objectives by Verticals (2025 to 2027) • Agentic AI & WEM: Things You Can Fix to Offer Maximum Benefit to Your Customers • Growth Drivers & Restraints
Author: Ankita Singh
| Deliverable Type | Market Research |
|---|---|
| Industries | Information Technology |
| No Index | No |
| Is Prebook | No |
| Podcast | No |
| Predecessor | None |
| WIP Number | PLMM-01-00-00-00 |