Tag Archives | millennials
These 8 Technologies Are Transforming the Contact Center
By DMG Consulting on August 18, 2017 in Automatic Call Distributors (ACDs), Cloud-Based Contact Center, Customer Journey, Customer Support Applications, Dialing, DMG in the News, Intelligent Virtual Agents, Knowledge Management, Mobility, Posts, Speech Analytics, Technology, Voice Biometrics
The Making of Great Agents (whitepaper)
By Harold Fluss on July 27, 2017 in Agent Engagement, Coaching/eLearning, Performance Management [Contact Center], Training, Whitepapers
Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper)
IVR Optimization Improves Service and Reduces Costs
Real-Time Adaptive Scheduling—WFM’s Next Evolutionary Step
Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper)
By Harold Fluss on March 15, 2017 in Channels [Contact Center], Strategy [Contact Center], Whitepapers