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. To order your copy of the Report, visit dmgconsult.com.

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

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

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. As with all customer satisfaction services, customer feedback and data analytics provide invaluable insight. Are there gaps in your service?

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62