The DMG Blog – Q&A Questions & Answers What contact center organizational structure is being used by enterprises to deliver an exceptional customer experience?February 18, 2020 | Q&AHow should we use gamification in workforce management (WFM)?January 3, 2020 | Q&ACan I use workforce management for managing a back-office team?December 10, 2019 | Q&AIs voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too?November 11, 2019 | Q&AI’ve heard of speech analytics to analyze phone calls; what’s used for the new digital channels?October 9, 2019 | Q&AIs robotic process automation another name for workflow management software?September 12, 2019 | Q&ACan contact center infrastructure solutions integrate with home-grown servicing systems or only commercially available CRMs?August 13, 2019 | Q&AWhat’s the difference between customer journey mapping and customer journey analytics?July 16, 2019 | Q&AAre multi-channel and omni-channel contact centers the same?June 11, 2019 | Q&AHow can we confirm IVAs will provide the same information as our contact center agents?May 3, 2019 | Q&AOlder Q&As » Categories Events Newsletters Posts Q&As Have a question for the DMG Q&A? Use the form below to submit to our team of experts. First Name*Last NameEmail Address* Company NameQuestion*NameThis field is for validation purposes and should be left unchanged.
