AI Will Change the Service Game, EventuallyMay 21, 2020Artificial Intelligence (AI), Customer Service, Digital Transformation, Millenials, Posts, Technology & Applications, Trends and Challenges
These 8 Technologies Are Transforming the Contact CenterAugust 18, 2017Automatic 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 CostsJune 4, 2017DMG in the News, Interactive Voice Response (IVR), Self-Service / IVR / IVA
Real-Time Adaptive Scheduling—WFM’s Next Evolutionary StepApril 5, 2017Publications, Technology & Applications, Workforce Management