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DMG Consulting Releases 2024 Workforce Management for the Enterprise in the Digital Era Report

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. WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours.

Consulting 59
Consulting Consulting Enterprise Agent Empowerment 59
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AI-Enabled WFM Promotes Efficiency and Flexibility

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
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