Can virtual queuing be used as a method to manage call volume with a smaller complement of staff?May 15, 2017Q&A
DMG Consulting Releases 2017 Contact Center Gamification Product and Market ReportMay 9, 2017Press Releases
IVR Optimization Improves Service and Reduces CostsMay 2, 2017Contact Center, Interactive Voice Response (IVR), Self-Service / IVR / IVA
We’re just getting started with gamification. Can you provide some best practices to help us get our program off to a good start?April 14, 2017Q&A
Reality Check: Will Customer Journey Analytics Be the Next CRM?April 10, 2017Customer Journey Analytics (CIA), Strategy
Real-Time Adaptive Scheduling—WFM’s Next Evolutionary StepApril 5, 2017Publications, Technology & Applications, Workforce Management