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Remove 2024 Remove Agent Empowerment Remove Gamification Remove Self service
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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. The Report analyzes WFM market activity and provides 5-year projections.

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

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
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