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. 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.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

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

teleopti

JULY 15, 2019

Running a series of ‘what if’ scenarios can predict staffing needs for regular seasonal fluctuations such as public holidays, upcoming new marketing campaigns and even your organization’s long-term business plan. Combat overwork and stress – maximize the latest forecasting technology to right-size your contact center for the future.

Gamification 57

Gamification Contact Center Self service Chatbots 57

3CLogic

JANUARY 5, 2022

According to CCW’s November Market Study , only 12% of contact centers believe they’ll ever go back to an on-site model. Perhaps the reason why is because agents have made it clear that they prefer a remote environment. This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52