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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 [...]

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

The Transformation of WFM with Adaptive, Real-Time Intraday Management

What’s New in the World of Contact Center WFM

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

Contact Center Practices and Guidelines for Managing through COVID-19

Contact Center Work-at-Home Guidelines for COVID-19 (whitepaper)

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

Intelligent Automation in Contact Centers: Making it Real (whitepaper)

The WFO Market Continues to Beat All Odds

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 Workforce Optimization Market Adapts to Ever-Changing Rules of the Road

The Reality of AI – Once You Get Past the Hype

A Channel is a Channel

By DMG Consulting on November 7, 2019 in Channels [Contact Center], Newsletter, Omni-Channel Contact Center, Servicing Applications, Technology

A Channel is a Channel Headlines shout the power and benefits of the newest “servicing” channels – one day it is social media and the next it is chat. In fact, no single channel is more important than another. What matters is that customers, prospects, partners, and everyone else receives a response in their channel [...]

Call Tracking Can Bring Marketing and Customer Service Together

Cloud-Based Contact Center Infrastructure Selection Decision Framework (whitepaper)

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