The contact center is evolving. Focus on the customer experience has become increasingly critical to retention strategies and top-line growth, and brands are beginning to embrace the role of contact centers as hubs of customer engagement that will ultimately drive customer experience success. To meet ever-increasing customer expectations, contact centers are expanding their attention from the productivity and efficiency gains that come with workforce optimization to give agents the tools they need to ensure a positive customer interaction. At Calabrio, we help brands build great teams of agents, which is why we are pleased to have been named a Visionary by Gartner, Inc. in the January 2017 Gartner Magic Quadrant for Workforce Engagement Management (WEM).Calabrio named a Visionary by @Gartner_inc in new Workforce Engagement Management Magic Quadrant http://bit.ly/2jgtawc Click To Tweet
Our mission at Calabrio is to build groundbreaking, easy-to-use technology that inspires and delights our customers, and our efforts were validated when Calabrio was named a Leader in the 2015 Gartner Magic Quadrant for Customer Engagement Center Workforce Optimization (WFO) and a Leader in the Forrester Wave™ for Workforce Optimization Suites, Q3 2016. Now, we are honored to be named the only Visionary in the emerging WEM space, and we are confident that the groundwork we’ve already laid in helping our customers around the globe create a superior employee and customer experience will allow us to rise in the new WEM category as quickly as we did in WFO.Engaged agents create better customer experiences. Read Calabrio’s vision for WEM in @Gartner_inc MQ http://bit.ly/2jgtawc Click To Tweet
We’ve always been an innovator in the industry, and our Calabrio ONE platform has changed workforce optimization by allowing contact center managers to easily access data to make better, more informed decisions—all while giving agents the flexibility and empowerment they crave. As companies develop retention and engagement strategies for the teams of agents who are the backbone of the customer experience, we are at the forefront of this shift. Calabrio is committed to delivering the tools that allow brands to get closer to their customers, wherever they are.
We are proud of the recognition we’ve received from Gartner and are excited for what the future holds.
To learn more about key concepts and best practices of workforce optimization, read our complete guide to WFO.