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The Advantages of Analytics-Enabled Quality Management

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

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Workforce Optimization Ushers in the Real-Time Contact Center

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, […]

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

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

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Cloud-Based ACDs and Dialers Come of Age

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 [...]
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It’s Time to Replace Traditional QA

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 [...]
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What’s New with 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 [...]
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Applications that Improve the Customer Journey

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 [...]
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The Uberization of 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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