Noble Systems

JANUARY 29, 2019

Advancements in technology have contact centers light years ahead of where they were five – even two years ago. ” Dan Belmont, a senior consultant for WMP, writes that savvy executives will “swiftly and fully integrate tools, people, systems, information, and operational technology to align with serving the customer.”.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

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

Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. It’s very difficult to remain competitive until you have managers, agents, tools, and strategies working together to improve every customer’s experience. This lets customers handle their own needs while your agents tackle more demanding issues.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Fonolo

MAY 30, 2023

Simply put, workforce management is the strategic discipline of carefully deploying your resources, so you hit your service level targets while keeping costs in check. These resources include time, staff, technology, and processes. This type of self-service reduces administrative burden – and it’s popular and empowering, too.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Global Response

MARCH 26, 2024

Advanced call routing technology manages incoming calls and directs them to the most appropriate agent. It even improves agent morale by enabling them to solve problems more effectively. Effective call routing technology is critical for meeting customers’ needs. Are there gaps in your service?

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

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

CSM Magazine

DECEMBER 8, 2022

In today’s era of digital transformation, organizations are adopting technology and AI to maximize business potential. As a customer base grows, leveraging technology to automate routine processes is the way to go. For instance, 70% of customers now expect a self-service portal on websites. Leverage automation and AI.

Customer Experience 52

Customer Experience Agent Empowerment Self service Average Handle Time 52

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Current approaches to agent empowerment. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Altivon

JANUARY 16, 2018

Tuck is former CIO for San Diego County Technology Office. Tersigni has more than 30 years of experience in telecommunications and contact center technologies and is Chief Customer Officer at Altivon. Every organization—large or small, private or public—has a constituency that wants more access, better service and easier interactions.

Agent Empowerment 45

Agent Empowerment Chief Customer Officer Self service Government 45

teleopti

OCTOBER 3, 2019

Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom. Over time, frontline staff too have come to enjoy more control over their working lives through self-service.

Self service 59

Self service Contact Center Gamification Service level 59

Callminer

AUGUST 1, 2017

Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. Customer service diminishes. Too many portals…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Talkdesk

MARCH 2, 2018

Well-coached NFL teams do not always win Super Bowls, well-practiced speakers do not always present inspirational speeches at the podium and empowered contact center agents do not always deliver experiences that satisfy customer and business needs. Disintegrated technology. Agent empowerment is the key to performance.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

teleopti

JULY 15, 2019

Focus on how WFM improves work/life balance with schedules that take into account agent skills and personal preferences and are well-communicated in advance. Consider involving employees when selecting new WFM technology. 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

teleopti

SEPTEMBER 18, 2019

Next, use automated WFM technology to allocate quiet time with team members to explore innovative ways of working in a relaxed, collaborative environment away from the pressures of serving customers. Involve your people in decision-making around new processes and technology. Turn customer journeys into business journeys.

Management 57

Management Customer advocacy Employee engagement Self service 57

teleopti

DECEMBER 2, 2019

Based on the insights of Calabrio/Teleopti’s customer community combined with our first-hand experience of guiding organizations through the often-complicated maze of scheduling and forecasting, here is an insider’s guide to making the most of your WFM technology. . 5 ways to become a WFM guru. Get to know your people.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

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. Thanks to Calabrio, Blue Ridge uses accurate forecasting and proactive scheduling to ensure agents are always there for customers. Cummins Inc.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16

Comm100

DECEMBER 1, 2017

With technologies and consumer demands constantly evolving, what unconditional priorities can companies set for their contact center that won’t be shattered by ever-changing standards? By putting customer needs first, companies expect that agents will feel the outcome of this investment as well.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41