What’s the difference between customer journey mapping and customer journey analytics?July 16, 2019Q&A
The Advantages of Analytics-Enabled Quality ManagementJuly 16, 2019Analytics-Enabled QA, Interaction Analytics (Speech & Text), Newsletters, Technology & Applications
DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share ReportJune 12, 2019Press Releases
Three Pillars of AI for Contact CentersJune 11, 2019Artificial Intelligence (AI), Posts, Technology & Applications
DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market ReportJune 11, 2019Press Releases
Will Robotic Process Automation Replace Human Workers?May 16, 2019Automation / Robotic Process Automation (RPA), Posts, Technology & Applications
How can we confirm IVAs will provide the same information as our contact center agents?May 3, 2019Q&A