Archive | Technology

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

Innovation Is What Makes Us Great

By DMG Consulting on March 1, 2019 in Artificial Intelligence, Customer Service, Posts, Technology

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

11 Keys to Designing Effective IVAs

By DMG Consulting on January 18, 2019 in Intelligent Virtual Agents, Intelligent Virtual Agents, Posts, Technology

Smarter Bots Mean Greater Innovation, Productivity, and Value

By DMG Consulting on January 4, 2019 in Posts, Robotic Process Automation, Technology

IVA Is the Future of Voice Self-Service

By DMG Consulting on January 4, 2019 in Intelligent Virtual Agents, Intelligent Virtual Agents, Posts, Technology

What’s New with Workforce Management?

By DMG Consulting on October 16, 2018 in Newsletter, Technology, 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 [...]

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)

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