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.

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

Power to the employee – give agents a greater sense of independence, involvement, and satisfaction by way of self-service options for preferred shifts, holiday requests and time off for medical appointments. An extra 5 minutes is often all that’s needed to turn employees from frazzled to fabulous!

Gamification 57

Gamification Contact Center Self service Chatbots 57

3CLogic

JANUARY 5, 2022

This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment. Voice-Enabled Self-Service Will Give Valuable Time Back To Agents. The trend toward agent empowerment isn’t going anywhere. How much can voice self-service actually handle?

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

TechSee

MARCH 7, 2019

Current approaches to agent empowerment. Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. Gamification. These tools all currently exist but cannot be found as a single off-the-shelf product. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

teleopti

OCTOBER 3, 2019

Over time, frontline staff too have come to enjoy more control over their working lives through self-service. Recent advancements in WFM like self-scheduling, intraday automation and planning optimization for customer-facing staff are taking workplace autonomy to a whole new level.

Self service 59

Self service Contact Center Gamification Service level 59

Calabrio

OCTOBER 15, 2019

Idaho Central continuously improves frontline engagement and performance and encourages agent empowerment—all backed by Calabrio’s integrated workforce management (WFM) platform. More than half of Idaho Central’s agents maintain a perfect attendance record. As a result, customers report being happier overall.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16