DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

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Outsource Consultants

DECEMBER 21, 2023

For instance, leading BPOs now employ advanced AI-driven analytics to personalize customer interactions, a concept barely conceivable three years ago. Customers respond positively when the agent on the other end of the call gets their local context. Today, they’re innovation hubs.

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DMG Consulting

JULY 16, 2019

Question: What’s the difference between customer journey mapping and customer journey analytics? Customer journey analytics (CJA) solutions, which frequently include journey mapping as a capability, take it a step further. activities, as well as all actions initiated by a customer or an employee on the customer’s behalf.

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DMG Consulting

AUGUST 17, 2017

Thank you for your interest in DMG Consulting’s publications. Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Speech analytics. Customer journey analytics. Please complete the registration form below.

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DMG Consulting

AUGUST 31, 2018

These and many other technological and social innovations have been enabled by mega trends that include big data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart-device” generation), the gig economy, and of course, the cloud.

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DMG Consulting

OCTOBER 4, 2017

Thank you for your interest in DMG Consulting’s publications. In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). Monthly DMG Newsletter.

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DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. ANALYTICS RECEIVES AN ENCORE. Speech and text analytics, also known collectively as interaction analytics, provide a firsthand, unfiltered view of what transpires between customers and an organization. who interact with them.

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