DMG Consulting

MARCH 27, 2024

The pace of innovation in the WFM market is rapid and picking up momentum as this IT sector’s size and opportunity grows. 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.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

JustCall

APRIL 9, 2024

Marketing campaigns: Successful marketing campaigns or promotions can lead to a sudden influx of calls. It allows you to schedule the right number of agents for each interval. Call monitoring Install real-time call analytics dashboards. So, what can you do during these phases? > That’s where JustCall can help.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Uniphore

JANUARY 14, 2022

Program Vice President, Customer Experience at IDC Research, Robert Padron, EVP and Chief Growth Officer at Arise and Vijai Shankar, Vice President, Product and Growth Marketing at Uniphore, to know: What are the AI and automation trends that are redefining customer experience? Unsure if you can attend? ai, Kony and Genesys.

Customer Experience 52

Customer Experience Agent Empowerment Analytics Best practices 52

3CLogic

JANUARY 5, 2022

According to CCW’s November Market Study , only 12% of contact centers believe they’ll ever go back to an on-site model. Perhaps the reason why is because agents have made it clear that they prefer a remote environment. This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

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

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. All the way from onboarding to support to troubleshooting has been great throughout this journey!”

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

CSM Magazine

JULY 14, 2022

Contact centre, UC and CRM vendors are rushing to develop or acquire workforce engagement solutions consisting of quality and workforce management, AI analytics and performance monitoring tools – albeit to a greater or lesser degree of success. Pippa Rhys is Partner Acquisition Marketing Director at Calabrio. About the Author.

Management 59

Management Agent Empowerment Analytics Cloud contact 59