Gartner Research

Critical Capabilities for Workforce Engagement Management

Published: 20 March 2019

ID: G00355205

Analyst(s): Jim Davies , Simon Harrison


Application leaders for customer service must improve employee engagement, considering work type and employee personality, to drive improvements in customer experience. Here we look at the capabilities that technology providers need to offer to support stronger employee engagement.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Aspect
    • Calabrio
    • Genesys
    • NICE
    • OpenText
    • Verint
    • ZOOM
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Recruitment and Onboarding
    • Evaluation and Improvement
    • Time Management
    • Assistance and Task Management
    • Metrics and Recognition
    • Voice of the Employee
  • Use Cases
    • Information Access
    • Process Efficiency
    • Customer Intelligence
    • Intelligent Dialogue

Inclusion Criteria

  • Critical Capabilities Rating

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