Gartner Research

Critical Capabilities for Workforce Engagement Management


To sustain a superior customer service experience, application leaders for customer service should focus on work type and personality to drive improvement in employee engagement. Here we look at the capabilities that technology providers need to offer to support stronger employee engagement.

Published: 30 March 2020

ID: G00389421

Analyst(s): Jim Davies Jim Robinson

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Aspect
    • Calabrio
    • Genesys
    • Jacada
    • NICE
    • Verint
    • WalkMe
    • 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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