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 2024 Workforce Management for the Enterprise in the Digital Era report features 4 WFM vendors: Alvaria, Calabrio, NICE, and Verint.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

CSM Magazine

JUNE 22, 2023

Calabrio ONE seamlessly unifies workforce optimisation, agent engagement, and business intelligence solutions into the only enterprise-grade, true-cloud workforce performance suite. Agent Empowerment and Scheduling: Grant is Calabrio ONE’s AI-enabled virtual assistant who has revolutionised scheduling for agents and managers alike.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

Uniphore

JANUARY 14, 2022

Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? We will also explore the impact of agent authentication and conversational analytics.? How are firms and client partners delivering against the omnichannel experience? Unsure if you can attend?

Customer Experience 52

Customer Experience Agent Empowerment Analytics Best practices 52

JustCall

MARCH 9, 2023

Contact Center Software SaaS contact centers (cloud-based) also help you establish a calling facility with remote agents and completely eliminate the need for a physical space to house all your equipment. Many enterprises are choosing cloud-based contact center software to become more agile, resilient, and scalable for the long term.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Tethr

OCTOBER 23, 2018

The first and most powerful marker of a listening enterprise is how a company treats its frontline employees—and namely, the level of empowerment they give to the frontline. In fact, they take steps to avoid the temptation of telling, which they fear will inadvertently over-ride agent empowerment and judgment.

Agent Empowerment 48

Agent Empowerment Scripts Enterprise Customer centricity 48

NobelBiz

MARCH 5, 2024

The end goal is to foster a cycle of continuous optimization, leading to elevated customer experiences, enhanced agent morale and performance, and ultimately, a more streamlined and cost-efficient operation.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

NICE inContact

AUGUST 25, 2016

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. Capabilities such as automation, analytics, workflow and verification have the ability to transform agent, customer and enterprise operations.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center Enterprise 48