Workforce Optimization Ushers in the Real-Time Contact Center
DMG Consulting
APRIL 16, 2019
It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. In the next six years, AI will drive omnichannel routing to ensure all interactions get to the right people in the organization for resolution, while also taking into account the cost of handling each transaction (0.35).
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