DMG Consulting

MARCH 27, 2024

The pace of innovation in the WFM market is rapid and picking up momentum as this IT sector’s size and opportunity grows. The pace of innovation in the WFM market is rapid and picking up momentum as this IT sector’s size and opportunity grows.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. 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

teleopti

JULY 15, 2019

With each new customer service representative hire estimated to cost the contact center $10,000 to $20,000 in training, direct recruiting costs and lost productivity during ramp up, it pays to nurture your talent and keep them on side. WFM: 7 steps to CSR employee happiness.

Gamification 57

Gamification Contact Center Self service Chatbots 57

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. The robust feature-set slated for release in October will include: Agent-sourced content. Selected agents can add their voice to the playbook, test new checklist items, and snooze or minimize prompts. Gamification.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

3CLogic

JANUARY 5, 2022

Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up. Consider how the contact center landscape changed during 2021 alone.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52