Eptica

JANUARY 31, 2022

In our latest blog based on ContactBabel research we outline the three most important areas to focus on to improve agent empowerment: technology, skills and the culture/working environment they operate within. Four key considerations for customer self-service success. Share this page on: Tweet.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

Fonolo

JANUARY 26, 2023

Agent Empowerment The evolving role of the agent in the contact center was one key trend many of our influencers are watching. Frictionless Self-Service Customers appreciate white glove service, but there is a growing number that are looking for good self-service options too.

Contact Center 126

Contact Center Agent Empowerment Self service Employee engagement 126

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

JustCall

APRIL 9, 2024

Marketing campaigns: Successful marketing campaigns or promotions can lead to a sudden influx of calls. External events: Events such as product launches, service outages, or industry developments may trigger a surge in calls. Self-service also enhances customer convenience. That’s where JustCall can help.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

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

DMG Consulting

SEPTEMBER 7, 2023

These technologies vastly improve the accuracy, flexibility, and usability of most WFM modules, including forecasting, scheduling, intraday management, long-term planning, self-service, and handling of vacation and change requests—paid time off (PTO), overtime, voluntary time off (VTO), schedule swaps, etc.

Management 48

Management Real estate Agent Empowerment Enterprise 48

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

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