Tag Archives | Contact Center Technology
Will Robots Make Live Agents Obsolete? (whitepaper)
AI Will Change the Service Game, Eventually
By DMG Consulting on May 21, 2020 in Artificial Intelligence, Customer Service, Digital Transformation, Millenials, Posts, Technology, Trends
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
A Channel is a Channel
By DMG Consulting on November 7, 2019 in Channels [Contact Center], Newsletter, Omni-Channel Contact Center, Servicing Applications, Technology
New Workforce Management Transfers Power to Agents
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
Innovation Is What Makes Us Great
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