Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? If you think about that, you’ll do things differently.”

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Calabrio

MAY 28, 2019

The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM). out of 5 as of May 23, 2019 for WEM. Director of quality/training/WFM at a $500 million-$1 billion services company. [We Read the full review.

Engagement 199

Engagement Management Call Center Industry 199

Playvox

JANUARY 13, 2022

While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing. In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons. Maximize Workforce Engagement Management (WEM) Solutions.

Contact Center 52

Contact Center Gamification Training Social Media 52

NICE inContact

JANUARY 25, 2017

A new software category introduced by Gartner called Workforce Engagement Management (WEM) refers to the suite of products that helps companies manage and improve employee engagement. Workforce Engagement Management. The primary areas of focus for WEM include: Onboarding and recruitment.

Engagement 60

Engagement Management Employee Engagement Contact Center 60

Playvox

NOVEMBER 4, 2021

For businesses of all sizes, technology has also changed contact centers from an internal and customer-facing perspective. Contact center technology has evolved to enable more on-demand capabilities and scale, thanks to the cloud. So is it worthwhile to upgrade your existing contact center technology?

Contact Center 52

Contact Center Technology Contact Center Software Call Center 52

Talkdesk

DECEMBER 3, 2018

Solving this problem is simple: Ensure frontline contact center agents are engaged in their work, with their peers and with leadership. Lucky for us, there is a new software category being introduced by Gartner called Workforce Engagement Management (WEM).

Engagement 44

Engagement Management Contact Center Employee Engagement 44

CSM Magazine

OCTOBER 30, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.

Customer Experience 40

Customer Experience Self Service Contact Center Average Handle Time 40