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The Hybrid Contact Center Workforce of 2030
By Chris Detmer 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
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