Contact Center Workplaces Are in the Midst of a Renaissance
DMG Consulting
JANUARY 10, 2022
Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021. Analytics-enabled quality management (AQM) is enabling companies to automate the 50-year-old manual QM process while enabling managers and employees to delight their customers. Technology Takes a Leading Role.
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