Accountability contact center workforce Gamification Quality management 
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.
DMG Consulting
APRIL 16, 2019
AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management, and more will be instrumental in helping companies improve the service experience. Contact centers and back offices will merge in the next 10 years (0.3).
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