DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. The future of this process is analytics-enabled QM (AQM).

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

JANUARY 4, 2019

In speech analytics they’re improving many aspects of the solutions, broadening their capabilities and uses. And for self-service, they’re changing the way interactions are handled, greatly expanding the types of activities that can be automated. DMG wishes you and your family a wonderful, healthy and happy 2019!

Analytics 59

Analytics Contact Center Finance Self service 59

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends 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. million in 2003 to approximately $1.7

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

EPIC Connections

OCTOBER 20, 2017

Privately-held since 2003, EPIC Connections is a leading contact center professional services firm that delivers process improvement, performance management and technology services to organizations seeking to transform operations, increase agent productivity and realize significant savings through decisive action. www.nice.com.

Contact Center 38

Contact Center Virtual Agent Self service Enterprise 38

Robert Davis

APRIL 5, 2018

In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. The rise in digital channels over the past decade has had a profound effect on service and sales operations. Outbound telemarketing is not for everyone.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. The rise in digital channels over the past decade has had a profound effect on service and sales operations. Outbound telemarketing is not for everyone.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40