Archive | Artificial Intelligence
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?
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 Reality of AI – Once You Get Past the Hype
Three Pillars of AI for Contact Centers
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, […]
Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service (whitepaper)
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
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
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
AI and Automation is the Path to the Future for Contact Centers (whitepaper)
IVAs Can Remake the Self-Service Landscape
By DMG Consulting on February 15, 2018 in Artificial Intelligence, Intelligent Virtual Agents, Posts, Technology
Scouting Report: Speech Analytics Enters Its Next Act — Maturity
By DMG Consulting on January 2, 2018 in Analytics-Enabled QA, Artificial Intelligence, DMG in the News, Posts, Quality Management/Liability Recording, Speech Analytics, Technology