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

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Noble Systems

JANUARY 29, 2019

But despite innovations like omnichannel and artificial intelligence, the importance of providing firstline employees with the tools to deliver optimal customer experiences has not changed. The post Agent Empowerment: Putting Firstline Employees First in the Contact Center appeared first on Noble Systems.

Agent Empowerment 58

Agent Empowerment Contact Center Customer centricity Surveys 58

Noble Systems

JANUARY 29, 2019

But despite innovations like omnichannel and artificial intelligence, the importance of providing firstline employees with the tools to deliver optimal customer experiences has not changed. The post Agent Empowerment: Putting Firstline Employees First in the Contact Center appeared first on Noble Systems.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

Taylor Reach Group

APRIL 27, 2020

The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). By Colin Taylor.

Agent Empowerment 137

Agent Empowerment Consulting Consulting Coaching 137

CSM Magazine

JULY 28, 2021

In today’s world where Digital Transformation is continually revolutionizing support capabilities, it is critical that you are able to identify, implement and empower your support teams with the tools that will enable them to provide world-class customer experiences. Nikhil Kelkar, Senior Director Customer Support Strategy, LinkedIn.

Customer Support 59

Customer Support Agent Empowerment Chatbots Consulting 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

DMG Consulting

SEPTEMBER 7, 2023

The AI technologies in this process identify the best schedules for the department and the employees while always considering the need to deliver a great customer experience. 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.

Management 48

Management Real estate Agent Empowerment Enterprise 48