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DMG Consulting Releases 2024 Workforce Management for the Enterprise in the Digital Era Report

DMG Consulting

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.

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Agent Empowerment: Putting Firstline Employees First in the Contact Center

Noble Systems

” Dan Belmont, a senior consultant for WMP, writes that savvy executives will “swiftly and fully integrate tools, people, systems, information, and operational technology to align with serving the customer.”. The post Agent Empowerment: Putting Firstline Employees First in the Contact Center appeared first on Noble Systems.

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Agent Empowerment: Putting Firstline Employees First in the Contact Center

Noble Systems

” Dan Belmont, a senior consultant for WMP, writes that savvy executives will “swiftly and fully integrate tools, people, systems, information, and operational technology to align with serving the customer.”. The post Agent Empowerment: Putting Firstline Employees First in the Contact Center appeared first on Noble Systems.

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Trusting those you trust with your most valuable asset

Taylor Reach Group

Similarly, not empowering agents with the authority to resolve issues also creates friction and unpleasant outcomes for the agent and customer alike. Incredibly, many organizations limit agent empowerment in the mistaken belief that the agents cannot be trusted with making such decisions.

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Free Webinar: Redefining Customer Support Experiences

CSM Magazine

Transformative Tech – Examine the ways in which technological solutions such as chatbots, AI, and agent empowerment tools are revolutionizing customer support by improving operational efficiency. Nicholas Zeisler, Principal, Zeisler Consulting. Nikhil Kelkar, Senior Director Customer Support Strategy, LinkedIn.

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Workforce Management for the 21st Century: Helping Deliver a Great CX

DMG Consulting

But to ensure that they have enough seats, companies want workspace allocation capabilities that enable agents to reserve a seat when they are in the office. Most of this is about agent empowerment and engagement. The post Workforce Management for the 21st Century: Helping Deliver a Great CX appeared first on DMG Consulting.

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3 Keys to Building Customer Engagement – Connect, Automate, Iterate

NICE inContact

Historically, contact center technologies were intended to empower agents, but required managing multiple applications and time-consuming training to master the endless system and customer nuances. If Gartner’s predictions ring true, contact centers have the opportunity to transform the enterprise to become the customer experience (CX) hub.