Digital Transformation Initiatives for Contact Centers In contact centers, digital transformation is often thought to mean converting from a multi-channel environment to omni-channel engagement, but it is so much more. While adding digital channels is a step in the right direction and a necessity for contact centers of all sizes, it is just the beginning [...]
Call Tracking: Where Phone Calls Enhance Digital Marketing and Service This year we decided to cover a niche IT sector, call tracking, which is growing in importance due to the digital transformation occurring in organizations worldwide. Call tracking is currently attracting a great deal of interest because of its ability to deliver significant improvements in [...]
The Advantages of Analytics-Enabled Quality Management For most of the past 40 years, contact centers have performed quality management (QM) the same way. Calls are identified for evaluation from recordings, and then a QM specialist listens, assesses and completes a monitoring form for each of them. While traditional QM applications have been enhanced over the [...]
Making Sense out of the RPA Market The robotic process automation (RPA) market is growing rapidly, and new uses are being identified throughout enterprises continually. Hundreds of vendors around the world have entered the RPA segment, coming from many existing IT sectors such as enterprise resource planning (ERP), customer relationship management (CRM), contact center infrastructure, [...]
WFM Solutions Adapt to Changing Needs No contact center technology has undergone as significant a paradigm shift as the WFM sector. Its fundamental purpose and function remains the same, but the process is vastly different. The new generation of WFM solutions gives agents unprecedented visibility into and control over their schedules. But contact centers are [...]
Essential Role of Contact Centers in Digital Transformations I’ve got a bone to pick with enterprise technology decision-makers. We’re in the period of digital transformation, but surprisingly, contact centers are sometimes left out of these initiatives. Eventually, someone reasonable comes along and points out the necessity of including the primary customer-facing department in the digital [...]
Innovation Enhances the Cloud-Based Contact Center Infrastructure Market The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. The vast majority of the sales were to existing contact centers whose management made the [...]
AI, Automation and Analytics Drive Vast Improvements in Contact Centers The WFO market has come a long way since DMG Consulting began covering this sector 15 years ago. The service economy has undergone many changes, all of which benefit from real-time contact centers, the subject of the book The Real-Time Contact Center, published by Donna [...]
Welcome to 2019! 2019 is looking to be a year filled with great innovation and practical applications for contact centers. Artificial intelligence (AI) and automation will be the driving forces behind much of the innovation and transformation that is anticipated during the year. It’s a year in which the number of contact center seats worldwide [...]
Cloud-Based ACDs and Dialers Come of Age Cloud-based contact center infrastructure (CBCCI) vendors have spent most of the last 20 years playing functional catch-up to the leading on-premise vendors. But this is no longer the case. DMG just completed our annual research on the CBCCI sector (see the Abstract for our most recent report on [...]
It's Time to Replace Traditional QA Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. The concept and practice of QA is great – using actual agent conversations or written communications to evaluate agents’ performance and provide timely and actionable feedback. The idea has always been [...]
What's New with Workforce Management? 2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. Vendors are delivering innovation in the form of better user interfaces (UIs) that offer a much-improved experience without sacrificing function. These interfaces are delivering enhanced tools that engage agents and give [...]
The Next Act: The AI-Enabled Contact Center In 2005, 13 years ago, I published the book The Real-Time Contact Center. My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales. The idea behind the [...]
Applications that Improve the Customer Journey Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign [...]
The Uberization of Workforce Management In 2015 DMG introduced the concept of adaptive real-time forecasting and scheduling to the market to help companies begin the process of rethinking their contact center staffing challenges. We called this concept the “uberization” of workforce management, as it was conceived with the intent of balancing the “power” between companies [...]
Demystifying GDPR The General Data Protection Regulation (GDPR) went into effect in the European Union (EU) on May 25, 2018. Following adoption of this legislation by the Council of the EU and the European Parliament in 2016, companies were given a two-year period to prepare for compliance with this far-reaching privacy and security regulation. What [...]
Will Convergence of Clicks and Bricks be the Death of the Contact Center? We hear everywhere that online shopping is going to eliminate the need for shopping centers, department stores and retail chains, along with their contact centers. It’s well known that the volume of online shopping is growing rapidly, at the same time as [...]
Top Workplace Best Practices for Contact Centers The workforce is a “mash-up” of diverse multi-cultural and multi-generational personnel. Organizations that want to attract and retain top talent and be considered employers of choice need to use workforce best practices to engage employees and let them know that their contributions are important to the mission of [...]
WFM for the Digital Age Digital transformation is an essential direction for enterprises that are striving to deliver an outstanding customer experience cost effectively. A growing number of companies are recognizing the need to change the way they do business if they want to remain relevant to their customers. Many of these companies are not [...]
2018 Enterprise Service Goals On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. The results of DMG’s annual survey reflect enterprise priorities and investment direction. This information is helpful for companies because it indicates where their competitors are focusing their spending. It [...]
Apocalyptic Predictions and the Contact Center Every few years the soothsayers among us predict global trends that are either totally alarmist or too good to be true. Here are some of my favorites from the past few decades: The world is running out of oil – started in the 1970’s New age sensibility and meditation [...]
KPIs for Managing your Contact Center Contact centers are highly complex operating environments with a lot of moving parts and activities. In an attempt to achieve full transparency and visibility, contact center leaders may receive dozens of metrics and key performance indicators (KPIs), some of which seem to contradict others. In other contact centers the [...]
The Transforming World of Workforce Optimization Workforce optimization (WFO) suites are undergoing a major transformation to align better with the needs of the digital economy. Changes are happening in many components of WFO suites. At the core application level, recording solutions are transitioning from hardware-based recorders to software-based solutions, to expand system capacity and eliminate [...]
Welcome to the Hybrid World of Contact Center Software The future of contact center technology is in the cloud, although not all systems and applications are going to be moved to the cloud at once. Therefore, the dominant implementation model for contact center technology, particularly in large environments, is going to be hybrid. This means [...]
