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

Talkdesk

NOVEMBER 9, 2017

Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Uniphore

JANUARY 14, 2022

Program Vice President, Customer Experience at IDC Research, Robert Padron, EVP and Chief Growth Officer at Arise and Vijai Shankar, Vice President, Product and Growth Marketing at Uniphore, to know: What are the AI and automation trends that are redefining customer experience? Robert Padron EVP, Chief Growth Officer at Arise.

Customer Experience 52

Customer Experience Agent Empowerment Analytics Best practices 52

DMG Consulting

SEPTEMBER 7, 2023

But to ensure that they have enough seats, companies want workspace allocation capabilities that enable agents to reserve a seat when they are in the office. Most of this is about agent empowerment and engagement.

Management 48

Management Real estate Agent Empowerment Enterprise 48

TechSee

APRIL 16, 2019

Acknowledging and addressing agent pain points – such as lack of career progression, low pay, frustration with repetitive tasks and inadequate technology – demonstrates effective leadership and helps the drive toward agent empowerment, ultimately benefiting contact center productivity. Improving Contact Center Culture.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Talkdesk

NOVEMBER 29, 2017

Bill Hoppin, EVP of Strategy Sales, Marketing and Alliances at TalkIQ. Video #5: How Hotel Tonight, Caviar, and Evernote Build a Culture of Agent Empowerment. Video #3: Top Technology Trends for Service and Inside Sales: It’s About Intelligence. Leah Groos, Director of Member Experience at Aduro.

Contact Center 40

Contact Center Agent Empowerment Cloud contact Sales 40

NobelBiz

MARCH 5, 2024

Agent Empowerment and Efficiency : Our solutions provide detailed performance analytics, facilitating targeted training and development programs that empower agents and enhance productivity. The market offers a plethora of options, each with its own set of features and benefits.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Callminer

AUGUST 1, 2017

Tyler Riddell is the Vice President of Marketing for eSUB with over 15 years of experience in Marketing, Product Management, Advertising, and Public Relations. He has a proven track record for successful go to market and corporate communication programs in multiple vertical tech markets. Tyler Riddell. Rachel Ivers.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Contact Center Pipeline

DECEMBER 26, 2019

Some people believe that changing technology is behind the disruption that’s roiling markets. But attributing disruption to technology is dead wrong—disruption is really driven by changing customer needs. From fast fashion to smartphones, only companies that truly understand their customers can succeed.

Technology 147

Technology Marketing Wait times Agent Empowerment 147

JustCall

MARCH 9, 2023

Aircall Aircall Aircall is most suitable for businesses that are looking to establish a seamless connection between their CRM and helpdesk. Salesforce Service Cloud Salesforce Service Cloud Salesforce is perhaps the most popular name known to the customer-focus industry.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

SharpenCX

APRIL 29, 2020

And, now’s the perfect time to test out shift bidding – where agents get more control over their individual schedules. . Put up a virtual shift-swap board where agents can post full or partial shifts up for grabs (or where they can pick up a new one).

Coaching 76

Coaching Management Contact Center Morale 76

Tethr

AUGUST 4, 2020

The platform delivers research-backed customer experience, marketing and sales insights that are shared across the enterprise. The call center insights are easily accessible to all leaders: sales, marketing, CX, product and compliance. Marketers: Content, distribution, research and promotion.

Coaching 71

Coaching Finance Call Center Enterprise 71

Contact Center Pipeline

APRIL 28, 2016

While tweeting, liking and sharing have been largely the domain of marketing and social media teams, more companies are encouraging their employees to become brand ambassadors using their personal social networks. Businesses pour an incredible amount of time and budget into creating positive buzz on social media.

Brand ambassadors 100

Brand ambassadors Marketing Personalization Agent Empowerment 100

teleopti

JUNE 5, 2019

For our customers, the combination of Teleopti and Calabrio—and our combined 35+ years of market leadership—means a best-of-breed set of WFM features and tools, alongside the opportunities on offer with the seamless integration into the Calabrio ONE WFO suite, architected for maximum scalability and flexibility.

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. Because if your agents are satisfied, so are your customers.”. Agent empowerment goes beyond agent assistance. That’s the last place we want to be,” continues Kontes.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

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

TechSee

JANUARY 8, 2019

This has led to visual search engines leading the market, video tutorials becoming the preferred learning tool, and now remote support becoming more visual as well. With 50% of brain capacity used for visual processing, customers automatically choose visual images when faced with a choice of processing methods.

Agent Empowerment 167

Agent Empowerment Banking Customer Service Sales 167

Comm100

DECEMBER 1, 2017

” Empowering Agents as a Top Investment Priority. It turns out, companies are serious about wanting to empower agents. The number one investment priority for agent empowerment is coaching, with 61% of organizations in agreement about its importance. The subsequent investment priorities reflect the same trend.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41

SharpenCX

MAY 6, 2021

And, get the trends they’re calling the most important forces impacting the market this year. After all, most agents don’t have a cute puppy to soften the blow of a customer problem. Last week our sales and marketing team had a chat with a team member from Centricity, one of our clients here at Sharpen. Get The Buyers Guide.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

CSM Magazine

JULY 14, 2022

Agent empowerment technologies like AI-powered Chatbots and self-scheduling facilitate a healthy work-life balance, helping remote employees to mark a clear distinction between being ‘on’ and ‘off’ duty. Pippa Rhys is Partner Acquisition Marketing Director at Calabrio. For more information, visit [link]. About the Author.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

CSM Magazine

AUGUST 5, 2021

Here are five tactics to tackle these new complexities from an agent perspective: 1. Replace whiteboards with dashboards – the opportunity to benchmark self-performance is a fundamental part of agent empowerment and it shouldn’t stop just because the majority of agents are working from home. About Calabrio.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

Kayako

SEPTEMBER 9, 2022

It also gives the impression that the company is not organized and hasn’t prioritized resources to equip its agents to provide a better experience. A good customer service conversation includes attentive listening, recall of details, empathy, and agent empowerment to pull together resources for a quick resolution.

Customer Service 62

Customer Service Journey mapping Agent Empowerment Customer retention 62