Omni-Channel vs. Multi-Channel Contact Center: Give Your Customers What They WantJune 26, 2017Channels [Contact Center], Omni-Channel Contact Center, Posts
IVR Optimization Improves Service and Reduces CostsJune 4, 2017DMG in the News, Interactive Voice Response (IVR), Self-Service / IVR / IVA
IVR Optimization Improves Service and Reduces CostsMay 2, 2017Contact Center, Interactive Voice Response (IVR), Self-Service / IVR / IVA
Reality Check: Will Customer Journey Analytics Be the Next CRM?April 10, 2017Customer Journey Analytics (CIA), Strategy
Real-Time Adaptive Scheduling—WFM’s Next Evolutionary StepApril 5, 2017Publications, Technology & Applications, Workforce Management
Turn Speech Analytics into an Enterprise Change AgentFebruary 24, 2017Interaction Analytics (Speech & Text), Publications