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Workforce Optimization Ushers in the Real-Time Contact Center

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. The call center liability recording/quality assurance market has evolved into the contact center workforce optimization (WFO) market, encompassing 13 application sectors: omnichannel recording; quality management; workforce management; coaching; e-learning; surveying/voice of the customer (VoC); performance management; speech, […]

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The Recession’s Impact on Contact Center Technology Investments

The Recession’s Impact on Contact Center Technology Investments 2/15/2009 By Donna Fluss Connections Magazine   Printer Friendly Format       View this document on the publisher’s website. Three years ago, DMG Consulting predicted that the U.S. economy would enter a recession in 2009. While we did not anticipate the massive failure of financial institutions, we were expecting a […]

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