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. WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Noble Systems

JANUARY 29, 2019

Whether or not “Meet the new boss same as the old boss” is a reference to political unrest of that generation, the message is clear: The more it changes, the more it’s the same thing. 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

Whether or not “Meet the new boss same as the old boss” is a reference to political unrest of that generation, the message is clear: The more it changes, the more it’s the same thing. 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

DMG Consulting

APRIL 8, 2024

This emerging WFM module is a critical piece in enabling the scheduling flexibility and self-service capabilities necessary to attract and retain agents. WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Callminer

AUGUST 1, 2017

Meet Our Panel of Contact Center Experts: . James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. Agent empowerment : Having all the information that the agents need is very important so that they have the right information at the right time. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

teleopti

DECEMBER 2, 2019

Weekly kick-off meetings, regular huddles and 1-2-1s are simple ways to find out who needs to start work early to pick up their children from school in the afternoon or who actually wants to work at weekends or cover the more unpopular shifts. . This is the next step to engaging with team members.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. Effective call routing technology is critical for meeting customers’ needs. Gaps in training or limitations on what agents can do to resolve issues lead to lower FCR rates. Leverage customer feedback and data analytics.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62