Paying Attention to Agent Wellbeing will Improve your Brand

By DMG Consulting on March 2, 2021 in Newsletter, Pandemic, Posts

Paying Attention to Agent Wellbeing will Improve your Brand The pandemic has had a dramatic impact on contact centers, most of which has been positive. As can be seen in DMG’s new Report, Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future, COVID-19 has accelerated digital transformation by 2 – [...]

2020 Contact Center Retrospective

Customer Experience in the Post-Pandemic World

WFM SOLUTIONS IN THE FUTURE

Developing a Contact Center Work-at-Home Program

Sales, Marketing and Enterprise Uses of Interaction Analytics

By DMG Consulting on August 3, 2020 in 2020, Analytics, Interaction Analytics, Posts, Technology

In Times of Crisis, Contact Center Agents Must Practice Mindfulness

By DMG Consulting on May 21, 2020 in Agent Engagement, Pandemic, Posts

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

By DMG Consulting on April 20, 2020 in Pandemic, Posts, Technology, Workforce Management

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

By DMG Consulting on March 2, 2020 in Artificial Intelligence, Posts, Self-Service, Technology

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

By DMG Consulting on July 1, 2019 in Cloud-Based Contact Center, Posts, Technology

Three Pillars of AI for Contact Centers

By DMG Consulting on June 11, 2019 in Artificial Intelligence, Posts, Technology

Will Robotic Process Automation Replace Human Workers?

By DMG Consulting on May 16, 2019 in Posts, Robotic Process Automation, Technology

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, […]

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