Workforce Optimization Featured Article

Gartner Grants Calabrio Visionary Status

January 26, 2017

The contact center is in the midst of a rebirth. The advent of today’s omnichannel world is serving as impetus for transformation, with a key cog in this shift being workforce optimization. While we know the customer comes first, customer service agents play a pivotal role in the provision of satisfaction. The burgeoning arena of workforce engagement management brings the agent into focus by improving engagement. Remember, an engaged agent is far more likely to be a happy agent, which results in happy customers.

This week Gartner (News - Alert) announced its Magic Quadrant for Workforce Engagement Management, and singled out Calabrio as a visionary in the space.

Tom Goodmanson (News - Alert), president and CEO at Calabrio, exclaimed, “We are honored to be named a Visionary in the emerging WEM space and confident we'll climb in this market as quickly as we did in WFO – all by disrupting the status quo and delighting our customers with easy-to-onboard, easy-to-use solutions combined with the highest standard of support and service.”

The Calabrio (News - Alert) ONE product records, captures and analyzes customer interactions to offer actionable insight into improving customer service processes. The suite includes call recording, voice-of-the-customer analytics, and workforce management in addition to quality management. Calabrio is joined by a select few that are leveraging the power of analytics to add to employee engagement and performance – NICE, for instance, puts analytics center stage in its Adaptive WFO portfolio. 

“It may take several years for an organization to adopt a unified WEM solution, depending on the organization's current and evolving approaches to workforce engagement, existing investments, protracted procurement cycles and vendor maturity, but all customer engagement centers with more than 100 agents should be working toward this ideal,” wrote report authors Jim Davies (News - Alert), Gartner Research Director, and Drew Kraus, Gartner Research VP.

As the evolution of customer service and the contact center continues its disruptive path, companies are putting processes under the microscope as to how to best adjust with the ever-changing landscape. With the proper pieces in place, in addition to engaged and eager employees, a firm is capable of delivering the exceptional service customers expect.

Edited by Alicia Young
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