Remove Accountability Remove contact center workforce Remove Quality management Remove Virtual Agent
article thumbnail

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. 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.