Articles & Posts:

Reality Check: WFO Solutions Must Be Rebuilt From the Ground Up

March 16, 2018 / | DMG in the News, Posts, Technology & Applications, Workforce Optimization (WFO), Workforce Optimization Suites

WFM for the Digital Age

March 12, 2018 / | Newsletters

IVAs Can Remake the Self-Service Landscape

February 15, 2018 / | Artificial Intelligence (AI), Intelligent Virtual Agents, Posts, Technology & Applications

2018 Enterprise Service Goals

February 7, 2018 / | Newsletters

Apocalyptic Predictions and the Contact Center

January 8, 2018 / | Newsletters

Scouting Report: Speech Analytics Enters Its Next Act — Maturity

January 2, 2018 / | Analytics-Enabled QA, Artificial Intelligence (AI), DMG in the News, Interaction Analytics (Speech & Text), Posts, Quality Management / Analytics Enabled QM (AQM), Technology & Applications

KPIs for Managing your Contact Center

December 11, 2017 / | Newsletters

AI: On the Right Path but Not Yet Real

December 7, 2017 / | Analytics, Artificial Intelligence (AI), Posts, Technology & Applications

The Transforming World of Workforce Optimization

November 13, 2017 / | Newsletters

Chat Is Not Replacing the Voice Channel for Customer Service

November 8, 2017 / | Channels [Contact Center], Omni-Channel Contact Center, Posts