Archive | Posts
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
Call Center Quality Assurance Best Practices for Empowering Agents
By Chris Detmer on July 26, 2018 in Agent Management, Best Practices, Posts, Quality Management/Liability Recording
Best Practices for Managing Cloud Technology Solutions
Contact Center Quality Assurance is Essential in All Channels
By DMG Consulting on May 25, 2018 in Digital Transformation, DMG in the News, Omni-Channel Contact Center, Posts, Quality Management/Liability Recording
Cloud Contact Center Solutions Continue Upward Trajectory
By DMG Consulting on May 16, 2018 in Cloud-Based Contact Center, DMG in the News, Posts, Technology, Technology Selection Process
Reality Check: WFO Solutions Must Be Rebuilt From the Ground Up
By DMG Consulting on March 16, 2018 in DMG in the News, Posts, Technology, Workforce Optimization, Workforce Optimization Suites
IVAs Can Remake the Self-Service Landscape
By DMG Consulting on February 15, 2018 in Artificial Intelligence, Intelligent Virtual Agents, Posts, Technology
Scouting Report: Speech Analytics Enters Its Next Act — Maturity
By DMG Consulting on January 2, 2018 in Analytics-Enabled QA, Artificial Intelligence, DMG in the News, Posts, Quality Management/Liability Recording, Speech Analytics, Technology
AI: On the Right Path but Not Yet Real
Chat Is Not Replacing the Voice Channel for Customer Service
By Chris Detmer on November 8, 2017 in Channels [Contact Center], Omni-Channel Contact Center, Posts
Scouting Report: Robots Are in Your Contact Center’s Future
By Chris Detmer on November 2, 2017 in Desktop Analytics [Contact Center], Posts, Robotic Process Automation, Technology
Cloud Contact Center Solutions Improve Relationships between Business and IT
By Chris Detmer on October 26, 2017 in Cloud-Based Contact Center, Contact Center, Posts, Technology
Contact Center KPIs: Less is More
By Chris Detmer on October 25, 2017 in Agent Management, Customer Experience Management, Key Performance Indicators (KPIs), Management [Contact Center], Omni-Channel Contact Center, Performance Management [Contact Center], Posts
The 3 Contact Center Applications That Pay for Themselves
By Chris Detmer on October 5, 2017 in Bots, Customer Support Applications, DMG in the News, Intelligent Virtual Agents, Posts, Return on Investment (ROI) [Contact Center], Technology, Trends, Voice Biometrics, Web Based Self Service
Should Customer Service be a Sales Channel?
By Chris Detmer on September 16, 2017 in Agent Engagement, DMG in the News, General [CRM], Inside Sales, Posts
WFM Solutions and Vendors Are Not All the Same
These 8 Technologies Are Transforming the Contact Center
By DMG Consulting on August 18, 2017 in Automatic Call Distributors (ACDs), Cloud-Based Contact Center, Customer Journey, Customer Support Applications, Dialing, DMG in the News, Intelligent Virtual Agents, Knowledge Management, Mobility, Posts, Speech Analytics, Technology, Voice Biometrics
The Omni-Channel Agent Experience
By DMG Consulting on August 2, 2017 in Channels [Contact Center], Omni-Channel Contact Center, Posts, Servicing Applications, Technology
Are You Ready for Digital Transformation?
By DMG Consulting on August 1, 2017 in Channels [Contact Center], Posts, Strategy [Contact Center], Technology