2020 Gartner Magic Quadrant for Workforce Engagement Management - Calabrio

Calabrio Named a Visionary in the 2020 Gartner Magic Quadrant for Workforce Engagement Management for Fourth Year Running

Discover why, download the report.

At the heart of business are people, the customers and employees that determine its success and the strategies and tools needed to support them.

Optimization of customer service processes remains a crucial factor in business health, but true success lies in human-centricity; nurturing customer experiences and loyalty through an engaged, competent team of employees. This has catalyzed the “essential shift” of Workforce Optimization to Workforce Engagement Management.

As Gartner observes, “Recording and assessing employee performance and forecasting and scheduling optimum staffing levels remain key activities, driven by tight integration and workflow across these functional domains. However, a crucial shift in focus toward employee engagement has prompted application leaders for customer service to expect more value from vendors’ solutions, due to the correlation between engagement and performance.”i

For the fourth year in a rowCalabrio has been named a Visionary in the Gartner Magic Quadrant for Workforce Engagement Management (WEM).  We believe being named a Visionary by Gartner is strong recognition of Calabrio’s mission to enrich human interactions with comprehensive, easy-to-consume customer experience intelligence.

 

Download your complimentary copy of the 2020 Gartner Magic Quadrant for Workforce Engagement Management (WEM) which, we believe, provides a comprehensive view into the 8 WEM solutions, including strengths and cautions for each vendor.

Fill out the form for your complimentary copy of the 2020 Gartner Magic Quadrant report.

“Implementation was easy and results were immediate.”

Workforce Analyst, Healthcare Industry, on Gartner Peer Insights

“The Calabrio product leverages leading edge technology in the contact center space as it pertains to call recording, and speech analytics. The user interfaces are friendly and approachable, and the support for the product line is unparalleled.”

Sr. Telecom Engineer, Finance Industry, on Gartner Peer Insights

“The versatility of Calabrio was a game changer for us. Easy to learn and teach at all levels.”

Calabrio named only 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management

“The Calabrio product leverages leading edge technology in the contact center space as it pertains to call recording, and speech analytics. The user interfaces are friendly and approachable, and the support for the product line is unparalleled.”

Sr. Telecom Engineer, Finance Industry, on Gartner Peer Insights

“Implementation was easy and results were immediate.”

Workforce Analyst, Healthcare Industry, on Gartner Peer Insights

“The versatility of Calabrio was a game changer for us. Easy to learn and teach at all levels.”

Business Analyst, Services Industry, on Gartner Peer Insights

43 percent of contact center agents are unhappy in their work and 35 percent are considering leaving in the next 12 months (Health of the Contact Center study, Calabrio). Companies need to consider how they can better engage and manage frontline employees.
i Gartner, “Magic Quadrant for Workforce Engagement Management” Jim Davies, Jim Robinson, 20 February, 2020
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. 
ii Gartner Peer Insights ‘Voice of the Customer’: Workforce Engagement Management, 11 June 2019
Gartner Peer Insights Customers’ Choice constitute the subjective opinions of individual end-user reviews, ratings, and data applied against a documented methodology; they neither represent the views of, nor constitute an endorsement by, Gartner or its affiliates. 

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