DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. The Next Act for Contact Center WFO. billion, up 2.7

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM).

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.) ANALYTICS RECEIVES AN ENCORE. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48