Articles & Posts:

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

Scouting Report: Robots Are in Your Contact Center’s Future

November 2, 2017 / | Automation / Robotic Process Automation (RPA), Desktop Analytics, Posts, Technology & Applications

Cloud Contact Center Solutions Improve Relationships between Business and IT

October 26, 2017 / | Cloud Technology, Contact Center, Posts, Technology & Applications

Contact Center KPIs: Less is More

October 25, 2017 / | Agent Management, Contact Center Performance Management (CCPM), Customer Experience Management, Key Performance Indicators (KPIs), Management & Operations, Omni-Channel Contact Center, Posts

Welcome to the Hybrid World of Contact Center Software

October 10, 2017 / | Newsletters

The 3 Contact Center Applications That Pay for Themselves

October 5, 2017 / | Bots, DMG in the News, Intelligent Virtual Agents, Posts, Return on Investment (ROI) / Business Case, Systems & Applications, Technology & Applications, Trends and Challenges, Voice Biometrics, Web Based Self Service

Should Customer Service be a Sales Channel?

September 16, 2017 / | DMG in the News, Employee Engagement / Life Cycle Management, General [CRM], Inside Sales, Posts