Zappix

MAY 1, 2024

This week we sat down with Zappix President & CEO Yossi Abraham to discuss the top trends shaping contact centers in 2024. Discover insights on AI-driven automation, customer experience innovation, agent empowerment, and more. The post 2024 Contact Center Trends- Yossi Abraham appeared first on Zappix.

Contact Center 52

Contact Center Agent Empowerment Customer Experience 52

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. The 2024 Workforce Management for the Enterprise in the Digital Era report features 4 WFM vendors: Alvaria, Calabrio, NICE, and Verint.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Calltools

APRIL 3, 2024

Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. It’s very difficult to remain competitive until you have managers, agents, tools, and strategies working together to improve every customer’s experience.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

DMG Consulting

APRIL 8, 2024

The enhancements are valuable because they improve contact center performance, lay the groundwork for a new generation of cloud- and AI-based WFM solutions, and focus on employee empowerment to improve employee engagement and reduce agent attrition. These solutions were identified by 37.5 These solutions were identified by 37.5

Self service 48

Self service Agent Empowerment Contact Center Gamification 48