The past year has hastened the evolution of the contact centre and workforce engagement management industry by at least 3-5 years. We believe it takes true vision to be prepared for such change.
In the last 12 months, the pandemic ignited three particular areas of transformation:
As Gartner observes, “Many still view investment in WEM solutions as a means of improving operational performance, with little regard to how it can (and should) also be key to enhancing employee engagement. But the shift to working from home associated with COVID-19 increases the need for better management of employee engagement.”
Gartner also adds, “Innovations that meet the need for better management of employee engagement will be key to vendors’ differentiation in this market during the next few years. Analytics will be at the heart of much of the new functionality.”
For the fifth year running, Calabrio 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 our ability to execute and the completeness of Calabrio’s vision with which to provide the software and services to enable today’s customers.
Download your complimentary copy of the 2021 Gartner Magic Quadrant for Workforce Engagement Management (WEM) which, provides a comprehensive view into the 7 WEM solutions, including strengths and cautions for each vendor.
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