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

” Dan Belmont, a senior consultant for WMP, writes that savvy executives will “swiftly and fully integrate tools, people, systems, information, and operational technology to align with serving the customer.”. 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

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

Noble Systems

JANUARY 29, 2019

” Dan Belmont, a senior consultant for WMP, writes that savvy executives will “swiftly and fully integrate tools, people, systems, information, and operational technology to align with serving the customer.”. 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

Global Response

MARCH 26, 2024

Are there gaps in your service? Do your agents need a bit more training? It could be as simple as improving your self-service options. Gaps in training or limitations on what agents can do to resolve issues lead to lower FCR rates. Focus on integration, automation, agent empowerment, and continuous training.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

DMG Consulting

SEPTEMBER 7, 2023

These technologies vastly improve the accuracy, flexibility, and usability of most WFM modules, including forecasting, scheduling, intraday management, long-term planning, self-service, and handling of vacation and change requests—paid time off (PTO), overtime, voluntary time off (VTO), schedule swaps, etc.

Management 48

Management Real estate Agent Empowerment Enterprise 48

teleopti

JULY 15, 2019

Good customer service depends on experienced and knowledgeable employees, yet failure to retain these talented employees can have significant repercussions. An extra 5 minutes is often all that’s needed to turn employees from frazzled to fabulous!

Gamification 57

Gamification Contact Center Self service Chatbots 57