Archive | Publications

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)

Call Tracking: Where Phone Calls Enhance Digital Marketing and Service

By DMG Consulting on July 31, 2019 in Newsletter, Technology

Call Tracking: Where Phone Calls Enhance Digital Marketing and Service This year we decided to cover a niche IT sector, call tracking, which is growing in importance due to the digital transformation occurring in organizations worldwide. Call tracking is currently attracting a great deal of interest because of its ability to deliver significant improvements in [...]

New Workforce Management Transfers Power to Agents

The Advantages of Analytics-Enabled Quality Management

By DMG Consulting on July 16, 2019 in Analytics-Enabled QA, Newsletter, Speech Analytics, Technology

The Advantages of Analytics-Enabled Quality Management For most of the past 40 years, contact centers have performed quality management (QM) the same way. Calls are identified for evaluation from recordings, and then a QM specialist listens, assesses and completes a monitoring form for each of them. While traditional QM applications have been enhanced over the [...]

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

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

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Archive | Publications

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

Tips for Mitigating the Impact of Pandemics on Contact Centers

Voice Self-Service Has Become More Popular – and It’s About to Get Much Better

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

The WFO Market Continues to Beat All Odds

Making Robotic Process Automation for Employees

The Hybrid Contact Center Workforce of 2030

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