Quadrant Knowledge Solutions’ Market Insights research on “How Speech Analytics-Enabled Workforce Engagement Management (WEM) Benefit the Contact Center Experience” provides detailed insights into the technology vendors and users about the significance of Speech Analytics and Workforce Engagement Management (WEM) integration for driving better contact center experience.
Workforce Engagement Management (WEM) is a unique approach to increasing employee engagement within an organization, particularly important in contact centers. The primary objective of WEM is to support employees throughout their employment lifecycle by providing the necessary tools and resources that are necessary for efficient working. Speech analytics, which is rapidly becoming a mainstream technology and can host opportunities for contact centers, is a crucial tool for WEM as it allows businesses to analyze customer interactions and identify areas for improvement in agent performance, customer experience, and overall business operations.
According to Ganesh Reddy Bonthu, Analyst at Quadrant Knowledge Solutions “ Speech analytics and WEM are powerful tools that organizations can leverage to analyze, optimize, and improve customer interactions, leading to enhanced customer experience, increased customer satisfaction, and improved business outcomes. By providing insights into customer sentiment, improving compliance, measuring employee performance, personalizing interactions, and driving continuous improvement, speech analytics and WEM are driving customer-centric strategies essential for organizations to thrive in today’s competitive business environment.”
Table of Contents
- Importance of Speech Analytics and Workforce Engagement Management (WEM) in Contact Centers
- Key Benefits of Speech Analytics Enabled WEM
- How Speech Analytics and WEM are driving better outcomes?
- How vendors are performing and what are they offering in the market?
- Conclusion
Author : Ganesh Reddy Analyst at Quadrant Knowledge Solutions
