Tag Archives | AI
5 Customer Service Trends That Point to a Promising Future
By DMG Consulting on May 21, 2020 in Artificial Intelligence, Big Data, Cloud-Based Contact Center, Digital Transformation, Intelligent Automaion, Intelligent Virtual Agents, Posts, Robotic Process Automation, Technology, Trends
VISION 2020
By DMG Consulting on May 21, 2020 in Artificial Intelligence, Intelligent Automaion, Intelligent Virtual Agents, Posts, Robotic Process Automation, Self-Service, Technology, Workforce Management
Voice Self-Service Has Become More Popular – and It’s About to Get Much Better
Intelligent Automation in Contact Centers: Making it Real (whitepaper)
The WFO Market Continues to Beat All Odds
Making Robotic Process Automation for Employees
By DMG Consulting on January 3, 2020 in Agent Management, Posts, Robotic Process Automation, Technology
The Hybrid Contact Center Workforce of 2030
By DMG Consulting on January 3, 2020 in Agent Management, Posts, Robotic Process Automation, Technology
The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road
The Reality of AI – Once You Get Past the Hype
The Ideal Contact Center Solution
Three Pillars of AI for Contact Centers
Is It Time to Invest in AI, Machine Learning, and Speech Technologies for Your Contact Center?
Workforce Optimization Ushers in the Real-Time Contact Center
By DMG Consulting on April 16, 2019 in Artificial Intelligence, Automation, Posts, Real-Time, Technology, WFO Suites
It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. The call center liability recording/quality assurance market has evolved into the contact center workforce optimization (WFO) market, encompassing 13 application sectors: omnichannel recording; quality management; workforce management; coaching; e-learning; surveying/voice of the customer (VoC); performance management; speech, […]
Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)
Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service (whitepaper)
Thanks to AI and RPA, the WFO Market Surges
By DMG Consulting on March 1, 2019 in Artificial Intelligence, Posts, Robotic Process Automation, Technology, Workforce Optimization Suites
Speech Analytics and AI Is a Winning Combination
By DMG Consulting on February 25, 2019 in Analytics-Enabled QA, Artificial Intelligence, Customer Journey, Posts, Surveying, Technology
11 Keys to Designing Effective IVAs
By DMG Consulting on January 18, 2019 in Intelligent Virtual Agents, Intelligent Virtual Agents, Posts, Technology
IVA Is the Future of Voice Self-Service
By DMG Consulting on January 4, 2019 in Intelligent Virtual Agents, Intelligent Virtual Agents, Posts, Technology
The Next Act: The AI-Enabled Contact Center
Applications that Improve the Customer Journey
By DMG Consulting on August 10, 2018 in Bots, Customer Support Applications, Intelligent Virtual Agents, Intelligent Virtual Agents, Newsletter, Technology, Trends, Voice Biometrics, Web Based Self Service
AI and Automation is the Path to the Future for Contact Centers (whitepaper)
IVAs Can Remake the Self-Service Landscape
By DMG Consulting on February 15, 2018 in Artificial Intelligence, Intelligent Virtual Agents, Posts, Technology