Workforce engagement management (WEM) solutions help contact centers meet their mission-critical goal of delivering an outstanding customer experience while improving agent engagement and reducing operating expenses. There has been great innovation in the WEM market in the last couple of years, and these new-generation solutions are enablers of the digital transformation. Use this decision framework to help decide if it’s time to purchase your contact center’s first WEM solution or upgrade your existing one. If you answer “yes” to 7 or more of these questions, a WEM solution is in your future. Decision Framework DMG Consulting LLC 6 Crestwood Drive, West Orange, NJ 07052 (973) 325-2954 dmgconsult.com © 2021 DMG Consulting LLC Do you have real-time visibility into the performance

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