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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

APRIL 16, 2019

million in 2003 to approximately $1.7 We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. billion for the first half of 2018.

Contact Center 48
Contact Center Interactive Voice Response Analytics Self service 48
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Expert Advice with Seasoned BPO Advisor and CX Specialist, Peter Ryan

Vistio

JUNE 29, 2021

” The first thing I did, this is 2002 or 2003, remember, I went to Yahoo, not Google, but Yahoo and looked up, “What is CRM?” It can be done using gamification. Within a couple of days, I got a callback and they were asking if I’d be interested in interviewing for their CRM team. And I said, “Of course.

Contact Center 52
Contact Center Consulting Consulting outsourcing 52
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