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