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.
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.
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DMG Consulting
SEPTEMBER 7, 2023
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.
Callminer
AUGUST 1, 2017
Tyler Riddell is the Vice President of Marketing for eSUB with over 15 years of experience in Marketing, Product Management, Advertising, and Public Relations. He has a proven track record for successful go to market and corporate communication programs in multiple vertical tech markets. Tyler Riddell. Rachel Ivers.
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.
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