Archive | Technology

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

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 [...]

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 [...]

Best Practices for Managing Cloud Technology Solutions

By DMG Consulting on July 2, 2018 in Cloud-Based Contact Center, Posts, Technology

Cloud Contact Center Solutions Continue Upward Trajectory

By DMG Consulting on May 16, 2018 in Cloud-Based Contact Center, DMG in the News, Posts, Technology, Technology Selection Process

AI and Automation is the Path to the Future for Contact Centers (whitepaper)

Building a Business Case for Cloud-Based Contact Center Solutions (whitepaper)

Great Service is a Customer Right (whitepaper)

Reality Check: WFO Solutions Must Be Rebuilt From the Ground Up

By DMG Consulting on March 16, 2018 in DMG in the News, Posts, Technology, Workforce Optimization, Workforce Optimization Suites

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

AI: On the Right Path but Not Yet Real

By Chris Detmer on December 7, 2017 in Analytics, Artificial Intelligence, Posts, Technology

Scouting Report: Robots Are in Your Contact Center’s Future

By Chris Detmer on November 2, 2017 in Desktop Analytics [Contact Center], Posts, Robotic Process Automation, Technology

IT Managers’ Guide to Cloud-Based Contact Center Infrastructure (whitepaper)

By Chris Detmer on October 26, 2017 in Cloud-Based Contact Center, Technology, Technology Selection Process, Whitepapers

Cloud Contact Center Solutions Improve Relationships between Business and IT

By Chris Detmer on October 26, 2017 in Cloud-Based Contact Center, Contact Center, Posts, Technology

The 3 Contact Center Applications That Pay for Themselves

By Chris Detmer on October 5, 2017 in Bots, Customer Support Applications, DMG in the News, Intelligent Virtual Agents, Posts, Return on Investment (ROI) [Contact Center], Technology, Trends, Voice Biometrics, Web Based Self Service

Thank you for your interest in DMG Consulting's publications Please complete the registration form below. First Name*Last NameEmail Address* Monthly DMG Newsletter I would like to receive the monthly DMG Newsletter NameThis field is for validation purposes and should be left unchanged. if(typeof gf_global == 'undefined') var gf_global = {"gf_currency_config":{"name":"U.S. Dollar","symbol_left":"$","symbol_right":"","symbol_padding":"","thousand_separator":",","decimal_separator":".","decimals":2},"base_url":"https:\/\/www.dmgconsult.com\/wp-content\/plugins\/gravityforms","number_formats":[],"spinnerUrl":"https:\/\/www.dmgconsult.com\/wp-content\/plugins\/gravityforms\/images\/spinner.gif"};jQuery(document).bind('gform_post_render', function(event, formId, currentPage){if(formId == [...]