Does Your Contact Centre Tech Measure Up? – Industry report shows why workforce engagement management matters and which software vendors stand out
When it comes to beating the competition, nothing beats a high-performing contact centre. Most consumers (97%) say it impacts brand and business success. They also say agent staffing and training are the top 2 areas to invest for customer experience. But are you enabling this with the right technologies?
The best contact centres are driven by Workforce Engagement Management (WEM) solutions that power outstanding experiences for agents and for customers. They effortlessly blend Workforce Management (WFM), analytics, data management, quality management and performance coaching in one simple-to-use package. But where do you start?
Thanks to market analyst firm Quadrant Knowledge Solutions (QKS), the search is easier than you think. Their 2022 SPARK Matrix for WEM provides a competitive analysis and ranking of the world’s leading vendors for all you need to know to make the right decision.
Your next-level employee engagement and business success starts here.
To Download the QKS report findings Click Here
Calabrio is a trusted ally to leading brands. The digital foundation of customer-centric contact centres, Calabrio helps enrich and interpret human interactions, empowering the contact centre as a brand guardian.
We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management and personalised coaching.
Only Calabrio ONE unites workforce optimisation (WFO), agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
For additional information on Calabrio view their Company Profile