2024 Agent Empowerment Self service 
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. The Report analyzes WFM market activity and provides 5-year projections.
Calltools
APRIL 3, 2024
Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. It’s very difficult to remain competitive until you have managers, agents, tools, and strategies working together to improve every customer’s experience.
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Calabrio
FEBRUARY 25, 2025
In a 2024 G2 report based on input from real users, NICE WFMs Ease of Setup score was the lowest among leading contact center workforce software providers. In the 2024 G2 Grid Report for Contact Center Workforce products , NICE WFM users ranked the platforms quality of support, along with Verint WFM , among the lowest of any market leaders.
Balto
AUGUST 23, 2024
Call center QA can be pretty demanding, especially with rising customer expectations regarding service quality and speed. LiveAgent LiveAgent provides online Help Desk solutions tailored for small to midsize e-commerce businesses, offering live chat, ticket management, self-service portals, and change/license management.
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.
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