Archive | Posts
In Times of Crisis, Contact Center Agents Must Practice Mindfulness
AI Will Change the Service Game, Eventually
By DMG Consulting on May 21, 2020 in Artificial Intelligence, Customer Service, Digital Transformation, Millenials, Posts, Technology, Trends
5 Customer Service Trends That Point to a Promising Future
By DMG Consulting on May 21, 2020 in Artificial Intelligence, Big Data, Cloud-Based Contact Center, Digital Transformation, Intelligent Automaion, Intelligent Virtual Agents, Posts, Robotic Process Automation, Technology, Trends
VISION 2020
By DMG Consulting on May 21, 2020 in Artificial Intelligence, Intelligent Automaion, Intelligent Virtual Agents, Posts, Robotic Process Automation, Self-Service, Technology, Workforce Management
Pandemic Proves the Flexibility of CCaaS Solutions
By DMG Consulting on April 20, 2020 in Best Practices, Cloud-Based Contact Center, DR/BC, Management [Contact Center], Pandemic, Posts
What’s New in the World of Contact Center WFM
Tips for Mitigating the Impact of Pandemics on Contact Centers
By DMG Consulting on March 10, 2020 in Best Practices, Business Case, Disaster Recovery, Management [Contact Center], Pandemic, Posts
Voice Self-Service Has Become More Popular – and It’s About to Get Much Better
Making Robotic Process Automation for Employees
By DMG Consulting on January 3, 2020 in Agent Management, Posts, Robotic Process Automation, Technology
The Hybrid Contact Center Workforce of 2030
By DMG Consulting on January 3, 2020 in Agent Management, Posts, Robotic Process Automation, Technology
The Ideal Contact Center Solution
Three Pillars of AI for Contact Centers
Will Robotic Process Automation Replace Human Workers?
Workforce Optimization Ushers in the Real-Time Contact Center
By DMG Consulting on April 16, 2019 in Artificial Intelligence, Automation, Posts, Real-Time, Technology, WFO Suites
It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. The call center liability recording/quality assurance market has evolved into the contact center workforce optimization (WFO) market, encompassing 13 application sectors: omnichannel recording; quality management; workforce management; coaching; e-learning; surveying/voice of the customer (VoC); performance management; speech, […]
Customer Service Is Everyone’s Responsibility
By DMG Consulting on March 1, 2019 in Customer Experience Analytics, Customer Journey, Management [Contact Center], Posts, Technology
Thanks to AI and RPA, the WFO Market Surges
By DMG Consulting on March 1, 2019 in Artificial Intelligence, Posts, Robotic Process Automation, Technology, Workforce Optimization Suites
Innovation Is What Makes Us Great
Speech Analytics and AI Is a Winning Combination
By DMG Consulting on February 25, 2019 in Analytics-Enabled QA, Artificial Intelligence, Customer Journey, Posts, Surveying, Technology
11 Keys to Designing Effective IVAs
By DMG Consulting on January 18, 2019 in Intelligent Virtual Agents, Intelligent Virtual Agents, Posts, Technology
Smarter Bots Mean Greater Innovation, Productivity, and Value
IVA Is the Future of Voice Self-Service
By DMG Consulting on January 4, 2019 in Intelligent Virtual Agents, Intelligent Virtual Agents, Posts, Technology
Knowledge Management in the Era of AI
By DMG Consulting on October 4, 2018 in Artificial Intelligence, Knowledge Management, Posts, Technology
Contact Center Management Is Both an Art and a Science
By Chris Detmer on August 20, 2018 in Key Performance Indicators (KPIs), Management [Contact Center], Posts, Reporting