Tag Archives | call center technology
The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road
The Reality of AI – Once You Get Past the Hype
A Channel is a Channel
By DMG Consulting on November 7, 2019 in Channels [Contact Center], Newsletter, Omni-Channel Contact Center, Servicing Applications, Technology
Three Pillars of AI for Contact Centers
Will Robotic Process Automation Replace Human Workers?
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)
Customer Service Is Everyone’s Responsibility
By DMG Consulting on March 1, 2019 in Customer Experience Analytics, Customer Journey, Management [Contact Center], Posts, Technology
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
11 Keys to Designing Effective IVAs
By DMG Consulting on January 18, 2019 in Intelligent Virtual Agents, Intelligent Virtual Agents, Posts, Technology
Smarter Bots Mean Greater Innovation, Productivity, and Value
IVA Is the Future of Voice Self-Service
By DMG Consulting on January 4, 2019 in Intelligent Virtual Agents, Intelligent Virtual Agents, Posts, Technology
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)
Building a Business Case for Cloud-Based Contact Center Solutions (whitepaper)
Reality Check: WFO Solutions Must Be Rebuilt From the Ground Up
By DMG Consulting on March 16, 2018 in DMG in the News, Posts, Technology, Workforce Optimization, Workforce Optimization Suites
IVAs Can Remake the Self-Service Landscape
By DMG Consulting on February 15, 2018 in Artificial Intelligence, Intelligent Virtual Agents, Posts, Technology
Scouting Report: Speech Analytics Enters Its Next Act — Maturity
By DMG Consulting on January 2, 2018 in Analytics-Enabled QA, Artificial Intelligence, DMG in the News, Posts, Quality Management/Liability Recording, Speech Analytics, Technology
AI: On the Right Path but Not Yet Real
Scouting Report: Robots Are in Your Contact Center’s Future
By Chris Detmer on November 2, 2017 in Desktop Analytics [Contact Center], Posts, Robotic Process Automation, Technology
The 3 Contact Center Applications That Pay for Themselves
By Chris Detmer on October 5, 2017 in Bots, Customer Support Applications, DMG in the News, Intelligent Virtual Agents, Posts, Return on Investment (ROI) [Contact Center], Technology, Trends, Voice Biometrics, Web Based Self Service