Workforce Engagement Management (WEM) is a suite of software tools that improves employee productivity, identifies & fills performance gaps, educates call center agents for better results, and efficiently forecasts workload and staffing requirements. Workforce Engagement Management (WEM) has an employee centric approach that extends the Workforce Optimization (WFO) suite by engaging the agents and making sure that they feel as a part of the overall organizational success. The suite can enable businesses to improve employee productivity, engagement, wellbeing and overall performance of organizations.
Quadrant Knowledge Solutions’ Workforce Engagement Management (WEM) market research includes a detailed global market analysis, competitive landscape, functional capabilities, and market trends. It aims to provide strategic information for technology vendors to enhance their understanding of the market and support their growth strategies by evaluating different vendors’ capabilities, competitive differentiation, and market position.
The research includes detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. The SPARK Matrix includes the ranking and positioning of the leading WEM vendors with a global impact, including Alvaria, Calabrio, Eleveo, Five9, Genesys, Lifesize, NICE, Playvox and Verint.
According to Abhishek Ghosh, Research Analyst at Quadrant Knowledge Solutions, “Workforce engagement management is the technology utilized by businesses to enhance employee engagement among the customer service agents. This incorporates agent training tools, tools that monitor & record agent interactions & collaborations with clients, and other tools or strategies that keep the agents motivated. WEM suite should empower, encourage and improve agent engagement all through the employment lifecycle. In case of WEM there is a lot of scope of improvement by adding RPA, advanced analytics in various other functions like VoE and VoC and others”
2022 Workplace Engagement Management SPARK Matrix
Source: Quadrant Knowledge Solutions
Table of Contents
Executive Overview
- Key Research Findings
Market Overview
Competitive Landscape and Analysis
- Key Competitive Factors and Technology Differentiators
SPARK Matrix™: Workforce Engagement Management
Vendor Profiles
Research Methodologies
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