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 To order your copy of the Report, visit dmgconsult.com.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Noble Systems

JANUARY 29, 2019

.” 40 percent of executives surveyed said they plan to take steps to help agents spend less time preparing and more time actually connecting with customers, with 35 percent indicating that improving agents’ desktop/dashboard experience is a priority for the coming year.

Agent Empowerment 58

Agent Empowerment Contact Center Customer centricity Surveys 58

Noble Systems

JANUARY 29, 2019

.” 40 percent of executives surveyed said they plan to take steps to help agents spend less time preparing and more time actually connecting with customers, with 35 percent indicating that improving agents’ desktop/dashboard experience is a priority for the coming year.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

NICE inContact

AUGUST 25, 2016

Capabilities such as automation, analytics, workflow and verification have the ability to transform agent, customer and enterprise operations. To achieve any degree of agent empowerment, repeatable process workflows were built to fit technology, and usually with the support of a specialist, consultancy or pro-services staff.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center 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