2018 Gartner Magic Quadrant for Workforce Engagement Management

Calabrio Has Been Named as the Only Visionary in the 2018 Gartner Magic Quadrant for Workforce Engagement Management

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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. This vendor evaluation will help application leaders committed to this change make the right choice. 

Workforce engagement management (WEM) solutions expand on the already mature workforce optimization (WFO) market by also accommodating technologies that help drive employee engagement within the customer engagement center.

WFO is an established multibillion dollar software market. Its emphasis during the past decade has primarily been to help improve the operational performance of the contact center. Key functional domains facilitate the recording and assessment of employee performance, combined with the ability to forecast and schedule staffing levels to ensure that operational service-level targets are met.

The need to be operationally “well run” is still an important consideration and is at the heart of a WEM solution. But various key market shifts have occurred since the inception of WFO that now need to be factored in.

Key areas of WEM functionality include:

  • Recruitment and onboarding
  • Evaluation and improvement
  • Time management
  • Assistance and task management
  • Metrics and recognition
  • The voice of the employee (VoE)


Gartner Magic Quadrant for Workforce Engagement Management
Visionary, February 06 2018, Jim Davies, Simon Harrison, Drew Kraus

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This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Calabrio.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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