Agent Empowerment Consulting Self service Technology 
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. The Report analyzes WFM market activity and provides 5-year projections.
Noble Systems
JANUARY 29, 2019
Advancements in technology have contact centers light years ahead of where they were five – even two years ago. ” 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.”.
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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.
Noble Systems
JANUARY 29, 2019
Advancements in technology have contact centers light years ahead of where they were five – even two years ago. ” 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.”.
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.
Callminer
AUGUST 1, 2017
Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. Customer service diminishes. Too many portals…”.
teleopti
JULY 15, 2019
Good customer service depends on experienced and knowledgeable employees, yet failure to retain these talented employees can have significant repercussions. Focus on how WFM improves work/life balance with schedules that take into account agent skills and personal preferences and are well-communicated in advance.
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