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

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

3CLogic

JANUARY 5, 2022

Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. While using social media, chat, and email to communicate with customers was unimaginable at that time, these channels are now essential for delivering a positive customer experience for a modern-day enterprise.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

TechSee

MARCH 7, 2019

By buddying up with a human agent to make his job easier and more satisfying, the VEA will drive agent loyalty, streamline onboarding, improve daily productivity and help the agent provide better overall customer experience. Current approaches to agent empowerment. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

CSM Magazine

AUGUST 5, 2021

Here are five tactics to tackle these new complexities from an agent perspective: 1. Replace whiteboards with dashboards – the opportunity to benchmark self-performance is a fundamental part of agent empowerment and it shouldn’t stop just because the majority of agents are working from home. About Calabrio.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16