DMG Consulting

MARCH 27, 2024

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

DMG Consulting

APRIL 8, 2024

WFM solutions have changed significantly in the past few years, transitioning from applications intended to optimize and control agent schedules into systems that empower employees with greater levels of flexibility delivered via self-service. But this is just the start of many innovations being introduced into the WFM market.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

3CLogic

JANUARY 5, 2022

This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment. A robust coaching program that leverages metrics is especially critical to empowering agents to be at their best. Voice-Enabled Self-Service Will Give Valuable Time Back To Agents.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

TechSee

MARCH 7, 2019

Current approaches to agent empowerment. Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. Gamification. These tools all currently exist but cannot be found as a single off-the-shelf product. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Calabrio

OCTOBER 15, 2019

This year we also launched our first-ever analytics competition , so there was even more to celebrate. The analytics competition celebrates companies using Calabrio Analytics to turn contact center data into compelling insights to drive results in their organizations. ANALYTICS COMPETITION WINNERS. THE ONE AWARDS WINNERS.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16