Tag Archives | Contact Center

What’s New in the World of Contact Center WFM

By DMG Consulting on April 20, 2020 in Pandemic, Posts, Technology, Workforce Management

The Next Act: The AI-Enabled Contact Center

By DMG Consulting on August 31, 2018 in Artificial Intelligence, Newsletter

The Next Act: The AI-Enabled Contact Center In 2005, 13 years ago, I published the book The Real-Time Contact Center. My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales. The idea behind the [...]

The Uberization of Workforce Management

By DMG Consulting on July 9, 2018 in Newsletter, Technology, Workforce Management

The Uberization of Workforce Management In 2015 DMG introduced the concept of adaptive real-time forecasting and scheduling to the market to help companies begin the process of rethinking their contact center staffing challenges. We called this concept the “uberization” of workforce management, as it was conceived with the intent of balancing the “power” between companies [...]

Best Practices for Managing Cloud Technology Solutions

By DMG Consulting on July 2, 2018 in Cloud-Based Contact Center, Posts, Technology

Contact Center Quality Assurance is Essential in All Channels

By DMG Consulting on May 25, 2018 in Digital Transformation, DMG in the News, Omni-Channel Contact Center, Posts, Quality Management/Liability Recording

Cloud Contact Center Solutions Continue Upward Trajectory

By DMG Consulting on May 16, 2018 in Cloud-Based Contact Center, DMG in the News, Posts, Technology, Technology Selection Process

Will Convergence of Clicks and Bricks be the Death of the Contact Center?

By DMG Consulting on May 14, 2018 in Newsletter

Will Convergence of Clicks and Bricks be the Death of the Contact Center? We hear everywhere that online shopping is going to eliminate the need for shopping centers, department stores and retail chains, along with their contact centers. It’s well known that the volume of online shopping is growing rapidly, at the same time as [...]

Top Workplace Best Practices for Contact Centers

By DMG Consulting on April 16, 2018 in Newsletter

Top Workplace Best Practices for Contact Centers The workforce is a “mash-up” of diverse multi-cultural and multi-generational personnel. Organizations that want to attract and retain top talent and be considered employers of choice need to use workforce best practices to engage employees and let them know that their contributions are important to the mission of [...]

WFM for the Digital Age

By DMG Consulting on March 12, 2018 in Newsletter

WFM for the Digital Age Digital transformation is an essential direction for enterprises that are striving to deliver an outstanding customer experience cost effectively. A growing number of companies are recognizing the need to change the way they do business if they want to remain relevant to their customers. Many of these companies are not [...]

2018 Enterprise Service Goals

By DMG Consulting on February 7, 2018 in Newsletter

2018 Enterprise Service Goals On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. The results of DMG’s annual survey reflect enterprise priorities and investment direction. This information is helpful for companies because it indicates where their competitors are focusing their spending. It [...]

Apocalyptic Predictions and the Contact Center

By DMG Consulting on January 8, 2018 in Newsletter

Apocalyptic Predictions and the Contact Center Every few years the soothsayers among us predict global trends that are either totally alarmist or too good to be true. Here are some of my favorites from the past few decades: The world is running out of oil – started in the 1970’s New age sensibility and meditation [...]

KPIs for Managing your Contact Center

By DMG Consulting on December 11, 2017 in Newsletter

KPIs for Managing your Contact Center Contact centers are highly complex operating environments with a lot of moving parts and activities. In an attempt to achieve full transparency and visibility, contact center leaders may receive dozens of metrics and key performance indicators (KPIs), some of which seem to contradict others. In other contact centers the [...]

AI: On the Right Path but Not Yet Real

By Chris Detmer on December 7, 2017 in Analytics, Artificial Intelligence, Posts, Technology

The Transforming World of Workforce Optimization

By DMG Consulting on November 13, 2017 in Newsletter

The Transforming World of Workforce Optimization Workforce optimization (WFO) suites are undergoing a major transformation to align better with the needs of the digital economy. Changes are happening in many components of WFO suites. At the core application level, recording solutions are transitioning from hardware-based recorders to software-based solutions, to expand system capacity and eliminate [...]

IT Managers’ Guide to Cloud-Based Contact Center Infrastructure (whitepaper)

By Chris Detmer on October 26, 2017 in Cloud-Based Contact Center, Technology, Technology Selection Process, Whitepapers

Cloud Contact Center Solutions Improve Relationships between Business and IT

By Chris Detmer on October 26, 2017 in Cloud-Based Contact Center, Contact Center, Posts, Technology

Welcome to the Hybrid World of Contact Center Software

By DMG Consulting on October 10, 2017 in Newsletter

Welcome to the Hybrid World of Contact Center Software The future of contact center technology is in the cloud, although not all systems and applications are going to be moved to the cloud at once. Therefore, the dominant implementation model for contact center technology, particularly in large environments, is going to be hybrid. This means [...]

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