Archive | Publications

Is digital customer service solution another way of saying omni-channel?

By DMG Consulting on September 4, 2020 in Digital Customer Service, Q&A

Question: I’ve heard a lot about digital customer service solutions. Isn’t this just another way of saying that it’s omni-channel? Answer: Digital customer service (DCS) consists of more than adding digital servicing channels to contact centers, which has slowly been happening for years. It’s about meeting customers in their channel (or channels) of choice and [...]

Is there a robotic process automation application for contact centers?

By DMG Consulting on August 11, 2020 in Automation, Q&A, Robotic Process Automation

Question: Our back-office operations utilize robotic process automation, but I’m not sure how we’d use it in the contact center. Is there a different application for contact centers? Answer: Robotic process automation (RPA) solutions most commonly used in back-office environments are unattended RPA applications. This type of RPA performs end-to-end automation of high-volume transaction-based activities [...]

Sales, Marketing and Enterprise Uses of Interaction Analytics

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

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?

By DMG Consulting on July 6, 2020 in Q&A, Speech Analytics

Question: How does speech analytics perform trend analysis? Isn’t it just counting how often words are used? Answer: Trend analysis in interaction (speech and text) analytics solutions provides deeper insights than word count frequency. At its most basic, trend analysis is designed to allow users to define “things” they know to look for in voice [...]

Contact Center Post COVID-19

Contact Center KPIs for the Post COVID-19 Era

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

How much historical data is needed for AI to improve forecast accuracy in workforce management?

By DMG Consulting on May 9, 2020 in Artificial Intelligence, Q&A, Workforce Management

Question: I have heard about artificial intelligence (AI) being used in workforce management (WFM) solutions. How much historical data is needed for AI to improve forecast accuracy? Answer: Not surprisingly, the more data you have the more accurate the findings. AI-enabled WFM solutions leverage machine learning (ML), an AI technology that is effective at finding [...]