Accountability contact center workforce Feedback Virtual Agent 
DMG Consulting
SEPTEMBER 14, 2021
Workforce management solutions can and should be used to help companies manage their increasingly complex (and scarce) human workforce as well as the new army of intelligent virtual agents (IVAs) and RPA software robots entering the market.
DMG Consulting
APRIL 16, 2019
It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. of capturing feedback from customers. Contact centers and back offices will merge in the next 10 years (0.3). Self-service solutions will eliminate the need for live agents in the next 10 years (0.1).
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