NICE Receives Highest Product Scores Across All Four Use Cases in Gartner’s Critical Capabilities for Workforce Engagement Management
NICE (Nasdaq: NICE) today announced that it has received the highest product scores in each of four use cases in Gartner’s “Critical Capabilities for Workforce Engagement Management” research report. A copy of the report is available here for immediate download.
“Application leaders for customer service must improve employee engagement, considering work type and employee personality, to drive improvements in customer experience,” wrote the report authors, Simon Harrison and Jim Davies.
Gartner’s report evaluates six unique workforce engagement management critical capabilities within each of the four use cases including Recruiting and Onboarding, Evaluation and Improvement, Time Management, Assistance and Task Management, Metrics and Recognition, and Voice of the Employee.
Amongst the report's key findings, Gartner stated that, "Workforce engagement management (WEM) is almost a critical consideration for any type of contact center, internal or external, to ensure an engaged/empowered workforce." The report also cited recommendations, one of which advises organizations to "Ensure investments in technology positively impact employees, either directly or indirectly, by factoring in the importance of employee engagement."
Barry Cooper, President of the Enterprise Group for NICE:
"Now more than ever, organizations are seeking differentiation based on customer service. Consistently engaging and building partnerships with the workforce is key. With NICE receiving the highest scores across each of the four use cases, we feel that we stand ready to help organizations be their best. We believe the results of this independent research are a testament of NICE’s commitment to driving innovation to the market and enabling our customers to elevate their employee engagement.”
NICE offers an advanced portfolio of solutions for Workforce Optimization that empower organizations and their employees to deliver uncompromising customer experiences. Infused with innovative capabilities, these solutions drive value in every aspect within the experience center. Solutions include NICE Workforce Management (WFM), NICE Performance Management (NPM), NICE Employee Engagement Management (EEM), NICE Quality Central and a range of offerings focused on the Back Office.