Remove Agent Empowerment Remove Employee engagement Remove Gamification Remove Self service
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AI-Enabled WFM Promotes Efficiency and Flexibility

DMG Consulting

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. But this is just the start of many innovations being introduced into the WFM market.

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Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants. Gamification.

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Welcome to the new world of self-scheduling for frontline employees

teleopti

From building efficient schedules that take into account employee preferences, skill sets and training needs to gaining control over the multiple shift types that dominate their increasingly virtual workforce, planners and managers have relied on real-time WFM to manage the complexities of their contact center operations. .

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Celebrating the Successes and Achievements of Calabrio Customers

Calabrio

The ONE Awards celebrate customers finding innovative ways to meet growing customer and workforce demands, improve employee engagement and satisfaction, and ultimately enrich human interactions with their brand. More than half of Idaho Central’s agents maintain a perfect attendance record. The Optimizer – Alliant Energy.