Agent Empowerment Employee engagement Events Service level 
DMG Consulting
SEPTEMBER 7, 2023
Workforce management solutions were initially designed to forecast the volume of incoming phone calls to help a call center determine the number of staff needed to answer those calls within an established service level. Most of this is about agent empowerment and engagement.
teleopti
OCTOBER 3, 2019
So, while the concept of self-service for shift preferences, trades, overtime or time-off is nothing new, these latest innovations mark the first time that employees have the power to really manage their own schedules as unexpected life events happen on the day or as appointments pop up in the week ahead. Humanize the workplace.
Expert insights. Personalized for you.
48 
Let's personalize your content