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Market Guide for Contact Center Workforce Engagement Management

A Gartner Report

Have you struggled to find a workforce engagement management (WEM) solution that meets your organization’s unique needs? According to Gartner, “the need for investment in WEM has never been greater. The modern frontline rep faces greater issue complexity and volume, and heightened pressures from senior leadership to contribute to customer retention and growth beyond reactive, low-effort resolution. These emerging challenges are forcing customer service and support (CSS) leaders to reevaluate their larger frontline talent management strategies and solutions .”

In an increasingly complex WEM landscape, you may find it challenging to develop a shortlist of technologies to include in an evaluation and selection process. Why? Because the demands of the modern contact center continue to evolve due to new working models, rising customer expectations and more communication channels.

For valuable insight into the range of WEM capabilities – and how you can secure a vendor that addresses your needs – read Gartner’s recent report, “Market Guide for Contact Center Workforce Engagement Management.”

You’ll learn:

  • Which emerging factors will shape the next phase of CSS
  • How WEM vendors are improving their core capabilities
  • How existing technologies compare

To discover how existing WEM capabilities align with the demands of the modern contact center, download this complimentary Gartner market report.


[1] Gartner, “Market Guide for Contact Center Workforce Engagement Management” Jim Davies, Jim Robinson, Mark Dauigoy, May 18, 2022
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