millennials

AI Will Change the Service Game, Eventually

May 21, 2020
Artificial Intelligence (AI), Customer Service, Digital Transformation, Millenials, Posts, Technology & Applications, Trends and Challenges

These 8 Technologies Are Transforming the Contact Center

August 18, 2017
Automatic Call Distributors (ACDs), Cloud Technology, Customer Journey Analytics (CIA), Dialing, DMG in the News, Intelligent Virtual Agents, Interaction Analytics (Speech & Text), Knowledge Management, Mobility, Posts, Systems & Applications, Technology & Applications, Voice Biometrics

IVR Optimization Improves Service and Reduces Costs

June 4, 2017
DMG in the News, Interactive Voice Response (IVR), Self-Service / IVR / IVA

Real-Time Adaptive Scheduling—WFM’s Next Evolutionary Step

April 5, 2017
Publications, Technology & Applications, Workforce Management

Workforce Management’s Best Years Lie Ahead

December 11, 2016
Contact Center, Publications