CSM Magazine

JUNE 22, 2023

Agent Empowerment and Scheduling: Grant is Calabrio ONE’s AI-enabled virtual assistant who has revolutionised scheduling for agents and managers alike. Agent Empowerment and Scheduling: Grant is Calabrio ONE’s AI-enabled virtual assistant who has revolutionised scheduling for agents and managers alike.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

Uniphore

JANUARY 14, 2022

2022 is the year where companies are innovating to thrive and succeed in the service-driven economy. Customers are vouching for brands that empower their agents and treat employees better. Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)?

Customer Experience 52

Customer Experience Agent Empowerment Analytics Best practices 52

3CLogic

JANUARY 5, 2022

Let’s review what happened over the last year to see what lies ahead for 2022. Perhaps the reason why is because agents have made it clear that they prefer a remote environment. This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

CSM Magazine

JULY 14, 2022

Contact centre, UC and CRM vendors are rushing to develop or acquire workforce engagement solutions consisting of quality and workforce management, AI analytics and performance monitoring tools – albeit to a greater or lesser degree of success. Just be sure to check the label: is it true or fake cloud? Loyalty is now a digital experience.

Management 59

Management Agent Empowerment Analytics Cloud contact 59