omni-channel contact center technology

Contact Center WFO Remains Healthy, Despite the Pandemic

January 20, 2021May 14, 2021
Contact Center, Posts, Publications, Technology & Applications, Workforce Engagement Management (WEM), Workforce Optimization (WFO)

The WFO Market Continues to Beat All Odds

January 21, 2020April 24, 2021
Posts, Technology & Applications

The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road

November 7, 2019April 24, 2021
Posts, Technology & Applications

A Channel is a Channel

November 7, 2019
Channels [Contact Center], Newsletters, Omni-Channel Contact Center, Servicing Applications, Technology & Applications

Applications that Improve the Customer Journey

August 10, 2018
Bots, Intelligent Virtual Agents, Intelligent Virtual Agents, Newsletters, Systems & Applications, Technology & Applications, Trends and Challenges, Voice Biometrics, Web Based Self Service

Reality Check: WFO Solutions Must Be Rebuilt From the Ground Up

March 16, 2018
DMG in the News, Posts, Technology & Applications, Workforce Optimization (WFO), Workforce Optimization Suites

Chat Is Not Replacing the Voice Channel for Customer Service

November 8, 2017
Channels [Contact Center], Omni-Channel Contact Center, Posts

Scouting Report: Robots Are in Your Contact Center’s Future

November 2, 2017
Automation / Robotic Process Automation (RPA), Desktop Analytics, Posts, Technology & Applications

The 3 Contact Center Applications That Pay for Themselves

These 8 Technologies Are Transforming the Contact Center