Are there actual, tangible benefits to “agent engagement,” or is it just hype caused by the influx of Millennial employees into contact centers?December 15, 2016Q&A
Workforce Optimization Is Poised for Big ChangesDecember 11, 2016Contact Center, Publications, Workforce Optimization (WFO)
Speech Analytics Can Help Alter the Service ParadigmDecember 11, 2016Contact Center, Interaction Analytics (Speech & Text), Publications
Outstanding Customer Experience Is Still Your Top Service GoalDecember 11, 2016Contact Center, Publications, Strategy
DMG Consulting Releases 2016 – 2017 Cloud-Based Contact Center Infrastructure Market ReportDecember 6, 2016Press Releases