Workforce Optimization Ushers in the Real-Time Contact Center
DMG Consulting
APRIL 16, 2019
million in 2003 to approximately $1.7 of capturing feedback from customers. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Over the past 15 years, total WFO revenue has gone from $803.4 billion for the first half of 2018. But market growth is just a part of the story.
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