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Workforce Management’s Role in the Modern Contact Center

ABOUT THIS INFOGRAPHIC

Among the core applications within workforce engagement management (WEM) suites, workforce management (WFM) tools stand out as a key to success, according to Metrigy’s Workforce Engagement Management: 2025-26 research study.

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  • Previous ProjectWEM 2025: Agent Experience & Al's Impact

  • Next ProjectMicrosoft Teams and the Contact Center: How to Optimize Selection and Integration

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Metrigy is an innovative research and advisory firm focusing on the rapidly changing areas of workplace collaboration, digital workplace, digital transformation, customer experience, and employee experience—along with several related technologies. Metrigy delivers strategic guidance and informative content, backed by primary research metrics and analysis, for technology providers and enterprise organizations.

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