Thanks to AI and RPA, the WFO Market SurgesMarch 1, 2019Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Posts, Technology & Applications, Workforce Optimization Suites
Speech Analytics and AI Is a Winning CombinationFebruary 25, 2019Analytics-Enabled QA, Artificial Intelligence (AI), Customer Journey Analytics (CIA), Posts, Surveying, Technology & Applications
Scouting Report: Speech Analytics Enters Its Next Act — MaturityJanuary 2, 2018Analytics-Enabled QA, Artificial Intelligence (AI), DMG in the News, Interaction Analytics (Speech & Text), Posts, Quality Management / Analytics Enabled QM (AQM), Technology & Applications
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
Can Speech Analytics Deliver a Payback and Benefits?August 23, 2016Contact Center, Interaction Analytics (Speech & Text), Return on Investment (ROI) / Business Case