Every day, customers depend on the companies they trust to provide the products and services they need. But that trust isn’t built on product alone—it is developed (or destroyed) based on how employees treat customers, and we know that contact center teams play an integral part in building the connection that drives loyalty.
At Calabrio, our mission is to equip and empower contact center employees all over the world to deliver a great customer experience, every time. We are reshaping an industry with innovation at the forefront and the customer at the center of everything we do. That’s why we are thrilled that Calabrio is positioned as the only Visionary in the 2018 Gartner Magic Quadrant for Workforce Engagement Management (WEM) for the second year in a row.
According to Gartner, having truly engaged contact center employees presents an opportunity for differentiation and risk mitigation, and requires adjusting the mindset and technologies to manage agents’ day-to-day roles.
In the new report, Calabrio is recognized for our ability to execute, and for our completeness of vision. We believe this Visionary designation validates our customer-first approach; it reminds us to never stop learning, exploring and listening to customer wants and preferences. Our customers are our most valuable source of innovation, and they are the reason why Calabrio continues to change the game.
We do things differently, and our nimble, feedback-driven approach has allowed us to break away from our competitors in the market. We’re proud to be changing the WFO/WEM industry from the ground up—we know it’s the reason more companies are choosing Calabrio over the competition.
We are excited to continue flexing our muscles of change and innovation in contact centers around the world. Click here to read the full report.
Gartner ”Magic Quadrant for Workforce Engagement Management,” Jim Davies, Simon Harrison, Drew Kraus, February 6, 2018
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