Innovation Is What Makes Us GreatMarch 1, 2019Artificial Intelligence (AI), Customer Service, Posts, 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
Chat Is Not Replacing the Voice Channel for Customer ServiceNovember 8, 2017Channels [Contact Center], Omni-Channel Contact Center, Posts
Should Customer Service be a Sales Channel?September 16, 2017DMG in the News, Employee Engagement / Life Cycle Management, General [CRM], Inside Sales, Posts
The Omni-Channel Agent ExperienceAugust 2, 2017Channels [Contact Center], Omni-Channel Contact Center, Posts, Servicing Applications, Technology & Applications
Are You Ready for Digital Transformation?August 1, 2017Channels [Contact Center], Posts, Strategy, Technology & Applications
Omni-Channel vs. Multi-Channel Contact Center: Give Your Customers What They WantJune 26, 2017Channels [Contact Center], Omni-Channel Contact Center, Posts
IVR Optimization Improves Service and Reduces CostsJune 4, 2017DMG in the News, Interactive Voice Response (IVR), Self-Service / IVR / IVA
IVR Optimization Improves Service and Reduces CostsMay 2, 2017Contact Center, Interactive Voice Response (IVR), Self-Service / IVR / IVA
Reality Check: Will Customer Journey Analytics Be the Next CRM?April 10, 2017Customer Journey Analytics (CIA), Strategy