Frost Radar : Workforce Engagement Management, 2025

In an era marked by global economic instability, shrinking budgets, and ongoing workforce disruptions, organizations are under mounting pressure to elevate the employee experience (EX) as a strategic lever for business resilience and growth. As companies strive to retain top talent and maintain operational momentum through digital transformation, investments in workforce engagement management (WEM) have surged.

Nowhere is this shift more evident than within contact centers—once viewed as cost centers but now recognized as critical revenue engines and customer engagement hubs. Heightened interest in advanced workforce management (WFM) and WEM solutions that enhance performance, engagement, and retention.

Modern WEM capabilities, including self-scheduling, personalized coaching powered by analytics, long-term workforce planning, and voice of employee (VoE) insights, have become essential tools for fostering well-being, autonomy, and performance.