News & Videos

What’s shrinkage and how should it be used in forecasting/scheduling?

March 11, 2022March 11, 2022
Q&A

2022: The Year Dedicated to Improving the Customer Experience

March 11, 2022March 14, 2022
Newsletters

DMG Consulting Releases New Report on The State of Artificial Intelligence in Contact Centers

February 14, 2022February 14, 2022
Press Releases

AI is Transforming Contact Centers

February 14, 2022February 14, 2022
Newsletters

What can customer journey analytics do to help us understand the CX?

February 7, 2022February 7, 2022
Q&A

Self-Service Is the Channel of Choice—When It Works

February 1, 2022February 1, 2022
Artificial Intelligence (AI), Digital Customer Service, Digital Transformation, Posts, Self-Service / IVR / IVA, Systems & Applications

WFO/WEM Solutions Prove Their Worth in a Pandemic Economy

January 20, 2022
COVID-19 / Pandemic, Digital Transformation, Optimization, Posts, Workforce Engagement Management (WEM), Workforce Optimization (WFO)

The Contact Center Agent Hiring Gap

January 17, 2022January 17, 2022
Agent Hiring & Retention Mangement, Management & Operations, Posts

Contact Center Workplaces Are in the Midst of a Renaissance

January 11, 2022January 11, 2022
Contact Center, Digital Transformation, Posts, Technology & Applications, Work-From-Home

What should we include in a business case to obtain an IVA solution?

January 10, 2022January 10, 2022
Q&A

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