DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. It’s not a question of will a contact center invest in and use AI, but a question of when.

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Connect

APRIL 18, 2024

Additional applications relate to better management and operational efficiency, supporting supervisors with AI-powered quality management or scoring and providing insights and recommendations for strategic planning. However, Gen AI is not a plug-and-play solution.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

Playvox

SEPTEMBER 6, 2022

The road to the contact center of the future is winding and uncertain. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. What Does The Contact Center Workplace Of The Future Look Like? Flexibility, though, is the key to a smoother ride.

Contact Center 86

Contact Center Surveys Customer Support Feedback 86

Playvox

FEBRUARY 1, 2024

As a contact center leader, there’s no question you’re at the heart of the conversation. The whole story—the one necessary to make informed decisions about measurable CX improvements—doesn’t come from multiple-choice answers in a customer survey or comments shared after a single interaction. Support is okay.

Contact Center 93

Contact Center Best practices Surveys Feedback 93