DMG Consulting

APRIL 8, 2024

This emerging WFM module is a critical piece in enabling the scheduling flexibility and self-service capabilities necessary to attract and retain agents. The post AI-Enabled WFM Promotes Efficiency and Flexibility appeared first on DMG Consulting.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

DMG Consulting

SEPTEMBER 7, 2023

Workforce management solutions need to be able to accurately account for asynchronous interactions, such as emails or back-office functions, that can start and stop over a period of minutes, hours, days, or even weeks. Most of this is about agent empowerment and engagement.

Management 48

Management Real estate Agent Empowerment Enterprise 48

Callminer

AUGUST 1, 2017

James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. Agent empowerment : Having all the information that the agents need is very important so that they have the right information at the right time. James Pollard. theadvisorcoach. Tsahi Levent-Levi.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

DMG Consulting

SEPTEMBER 16, 2017

Thank you for your interest in DMG Consulting’s publications. Agents do not want to be held accountable for sales goals because it detracts from their primary goal of delivering great service. Give your agents the credit they deserve, and let them choose the right course of action. Monthly DMG Newsletter.

Sales 48

Sales Customer Service Contact Center CRM 48

teleopti

JULY 15, 2019

Recent research from global management consultants McKinsey reflects what Teleopti has suspected for a long time, that employee attrition can erode customer satisfaction while increasing operating costs. Consider involving employees when selecting new WFM technology.

Gamification 57

Gamification Contact Center Self service Chatbots 57

Global Response

MARCH 26, 2024

Chatbots and virtual assistants : AI-powered chatbots can handle routine inquiries and simple tasks, such as account inquiries, balance checks, and FAQs, freeing human agents to tackle more complex issues. Gaps in training or limitations on what agents can do to resolve issues lead to lower FCR rates.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62