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

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

teleopti

JULY 15, 2019

Recent research from global management consultants McKinsey reflects what Teleopti has suspected for a long time, that employee attrition can erode customer satisfaction while increasing operating costs. Combat overwork and stress – maximize the latest forecasting technology to right-size your contact center for the future.

Gamification 57

Gamification Contact Center Self service Chatbots 57