Gartner Research

The Essential Shift From Workforce Optimization to Workforce Engagement Management

Published: 24 May 2016

ID: G00308247

Analyst(s): Jim Davies

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
  • Impacts

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

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