Archive | Publications
Contact Center and CX Priorities: 2021 Enterprise Survey Results
The Secret to Improving Agent Productivity and CX: Consolidate Contact Center and Back-Office Operations
Contact Center Agility in the Post-COVID World
Customer Experience in the Post-Pandemic World
WFM SOLUTIONS IN THE FUTURE
Digital Transformation Roadmap for Contact Centers (whitepaper)
Will Robots Make Live Agents Obsolete? (whitepaper)
Developing a Contact Center Work-at-Home Program
Is digital customer service another way of saying omni-channel?
Is there a robotic process automation application for contact centers?
Sales, Marketing and Enterprise Uses of Interaction Analytics
Interaction Analytics: An Enterprise Vision and Practical Applications
2020-2021 Interaction Analytics Product and Market Report
How does speech analytics perform trend analysis? Isn’t it just counting how often words are used?
Contact Center Post COVID-19
Contact Center KPIs for the Post COVID-19 Era
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
How much historical data is needed for AI to improve forecast accuracy in 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