The Essential Shift From Workforce Optimization to Workforce Engagement Management


Archived Published: 24 May 2016 ID: G00308247

Analyst(s):

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Summary

Societal shifts are forcing a change in how contact center managers handle their workforce. Traditional operational management techniques will increasingly fail over the next few years. A shift of focus to employee engagement is essential to ensure employee loyalty and elevated customer experiences.

Table of Contents

  • Analysis
  • Impacts and Recommendations
    • Key market and societal shifts will require a repositioning of how organizations manage employee engagement within their contact centers
    • As WFO evolves into WEM, various functional adjustments will need to be accommodated within contact centers
  • Gartner Recommended Reading
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