Archive | Publications

Will Robotic Process Automation Replace Human Workers?

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

Is It Time to Invest in AI, Machine Learning, and Speech Technologies for Your Contact Center?

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, […]

Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)

Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service (whitepaper)

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

By DMG Consulting on March 1, 2019 in Artificial Intelligence, Customer Service, Posts, Technology

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

By DMG Consulting on January 4, 2019 in Posts, Robotic Process Automation, Technology

IVA Is the Future of Voice Self-Service

By DMG Consulting on January 4, 2019 in Intelligent Virtual Agents, Intelligent Virtual Agents, Posts, Technology

Cloud-Based ACDs and Dialers Come of Age

By DMG Consulting on December 10, 2018 in Automatic Call Distributors (ACDs), Dialing, Newsletter

Cloud-Based ACDs and Dialers Come of Age Cloud-based contact center infrastructure (CBCCI) vendors have spent most of the last 20 years playing functional catch-up to the leading on-premise vendors. But this is no longer the case. DMG just completed our annual research on the CBCCI sector (see the Abstract for our most recent report on [...]

It’s Time to Replace Traditional QA

By DMG Consulting on November 13, 2018 in Newsletter, Quality Management/Liability Recording

It's Time to Replace Traditional QA Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. The concept and practice of QA is great – using actual agent conversations or written communications to evaluate agents’ performance and provide timely and actionable feedback. The idea has always been [...]

What’s New with Workforce Management?

By DMG Consulting on October 16, 2018 in Newsletter, Technology, Workforce Management

What's New with Workforce Management? 2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. Vendors are delivering innovation in the form of better user interfaces (UIs) that offer a much-improved experience without sacrificing function. These interfaces are delivering enhanced tools that engage agents and give [...]

Knowledge Management in the Era of AI

By DMG Consulting on October 4, 2018 in Artificial Intelligence, Knowledge Management, Posts, Technology

The Next Act: The AI-Enabled Contact Center

By DMG Consulting on August 31, 2018 in Artificial Intelligence, Newsletter

The Next Act: The AI-Enabled Contact Center In 2005, 13 years ago, I published the book The Real-Time Contact Center. My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales. The idea behind the [...]

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

Applications that Improve the Customer Journey

By DMG Consulting on August 10, 2018 in Bots, Customer Support Applications, Intelligent Virtual Agents, Intelligent Virtual Agents, Newsletter, Technology, Trends, Voice Biometrics, Web Based Self Service

Applications that Improve the Customer Journey Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign [...]

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

The Uberization of Workforce Management

By DMG Consulting on July 9, 2018 in Newsletter, Technology, Workforce Management

The Uberization of Workforce Management In 2015 DMG introduced the concept of adaptive real-time forecasting and scheduling to the market to help companies begin the process of rethinking their contact center staffing challenges. We called this concept the “uberization” of workforce management, as it was conceived with the intent of balancing the “power” between companies [...]

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