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

Global Response

MARCH 26, 2024

Are there gaps in your service? Do your agents need a bit more training? It could be as simple as improving your self-service options. Virtual assistants provide 24/7 customer service, offering immediate responses to customer queries. Focus on integration, automation, agent empowerment, and continuous training.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

DMG Consulting

SEPTEMBER 7, 2023

These technologies vastly improve the accuracy, flexibility, and usability of most WFM modules, including forecasting, scheduling, intraday management, long-term planning, self-service, and handling of vacation and change requests—paid time off (PTO), overtime, voluntary time off (VTO), schedule swaps, etc.

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. A large portion of his work involves helping people increase their call efficiency, especially since the financial services industry depends so much on outbound prospecting over the phone. “ James Pollard. theadvisorcoach.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

teleopti

JULY 15, 2019

Good customer service depends on experienced and knowledgeable employees, yet failure to retain these talented employees can have significant repercussions. Focus on how WFM improves work/life balance with schedules that take into account agent skills and personal preferences and are well-communicated in advance.

Gamification 57

Gamification Contact Center Self service Chatbots 57