CCNG

JULY 10, 2024

In this article, we’ll explore five pivotal technical trends poised to revolutionize contact centers in 2024: the GenAI self-service revolution, the emergence of the contact center agent as a talent, the game-changing Agent Copilot, the empowering Supervisor Copilot, and the engaging power of gamification.

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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. WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours.

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DMG Consulting

APRIL 8, 2024

Real-Time Adaptive Intraday Management Saves the Day April 2024 Workforce management (WFM) solutions are changing for the better. Points can be used in exchange for future scheduling privileges or in gamification applications for tangible and intangible rewards and recognition. See Figure X.

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DMG Consulting

AUGUST 13, 2024

Bringing Shrinkage Under Control August 2024 Shrinkage measures the percentage of time agents who are scheduled to handle a forecasted activity are unavailable to perform this task. It’s important to measure and track shrinkage because it negatively impact’s a contact center’s ability to meet its service level commitments.

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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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Self service Agent Empowerment Contact Center Gamification 48

DMG Consulting

MARCH 11, 2021

The contact center WFM market has been moving toward digital transformation for the past few years, but the pandemic galvanized the modernization of these product suites to address the increasingly digital and self-service needs of today’s consumers.

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DMG Consulting

AUGUST 3, 2020

As much of the workforce was forced to relocate to their homes, companies have relied on IA solutions to rapidly identify customer issues so that agents and self-service solutions can be prepared to handle the high volumes of interactions they are receiving. For more information, visit www.dmgconsult.com. # # #.

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