The Essential Shift From Workforce Optimization to Workforce Engagement Management

Archived Published: 24 May 2016 ID: G00308247


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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
© 2016 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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