News & Videos

5 Customer Service Trends That Point to a Promising Future

May 21, 2020
Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Big Data, Cloud Technology, Digital Transformation, Intelligent Automaion, Intelligent Virtual Agents, Posts, Technology & Applications, Trends and Challenges

VISION 2020

May 21, 2020March 10, 2021
Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Intelligent Automaion, Intelligent Virtual Agents, Posts, Self-Service / IVR / IVA, Technology & Applications, Workforce Management

How much historical data is needed for AI to improve forecast accuracy in workforce management?

May 9, 2020
Artificial Intelligence (AI), Q&A, Workforce Management

Using IA and CJA to Improve CX

May 5, 2020
Newsletters

Pandemic Proves the Flexibility of CCaaS Solutions

April 20, 2020
Best Practices, Cloud Technology, COVID-19 / Pandemic, DR/BC, Management & Operations, Posts

What’s New in the World of Contact Center WFM

April 20, 2020
COVID-19 / Pandemic, Posts, Technology & Applications, Workforce Management

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report

April 16, 2020
Press Releases

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040

April 16, 2020
Press Releases

How should agents handle calls when customers are sharing their concerns about the Coronavirus pandemic?

April 7, 2020
COVID-19 / Pandemic, Q&A

Managing Contact Centers Through the COVID-19 Pandemic

March 18, 2020
COVID-19 / Pandemic, Newsletters

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