Gartner® research report

Market Guide for Contact Centre Workforce Engagement Management

Key workforce planning recommendations for leaders

“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 order to remain viable to current and future employees.”

A recent Gartner report offers recommendations for leaders planning the future of their workforce. It offers valuable guidance on what to look for in a WEM solution to enable agents to succeed despite the growing complexity of their role.

Download the full Gartner report to gain these insights. You’ll also get:

  • Insights on emerging market needs driving the WEM landscape
  • Essential capabilities of WEM products
  • Considerations for choosing a WEM solution provider

Gartner, Market Guide for Contact Center Workforce Engagement Management, Jim Davies, Jim Robinson, Mark Dauigoy and 1 more, 18 May 2022

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