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 The Report analyzes WFM market activity and provides 5-year projections.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

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.”.

Agent Empowerment 58

Agent Empowerment Contact Center Customer centricity Surveys 58

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.”.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

CSM Magazine

JULY 28, 2021

Transformative Tech – Examine the ways in which technological solutions such as chatbots, AI, and agent empowerment tools are revolutionizing customer support by improving operational efficiency. Nicholas Zeisler, Principal, Zeisler Consulting. Nikhil Kelkar, Senior Director Customer Support Strategy, LinkedIn.

Customer Support 59

Customer Support Agent Empowerment Chatbots Consulting 59

DMG Consulting

APRIL 8, 2024

DMG Consulting’s annual global survey of contact center and CX leaders reveals a high level of interest in WFM capabilities for 2024. percent of survey participants, making them the second-highest-ranked contact center technology and application investment for the year. These solutions were identified by 37.5 percent and 50.0

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

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

NICE inContact

AUGUST 25, 2016

Historically, contact center technologies were intended to empower agents, but required managing multiple applications and time-consuming training to master the endless system and customer nuances. The days of technology-driven process design are over.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center Enterprise 48