Archive | 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)

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 [...]

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

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Archive | Technology

Sales, Marketing and Enterprise Uses of Interaction Analytics

Interaction Analytics: An Enterprise Vision and Practical Applications

AI Will Change the Service Game, Eventually

VISION 2020

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

What’s New in the World of Contact Center WFM

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

Call Tracking Can Bring Marketing and Customer Service Together

Call Tracking: Where Phone Calls Enhance Digital Marketing and Service

New Workforce Management Transfers Power to Agents

The Advantages of Analytics-Enabled Quality Management

Three Pillars of AI for Contact Centers

Will Robotic Process Automation Replace Human Workers?

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