DMG Consulting

FEBRUARY 11, 2021

DMG Consulting Releases New Report on Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. Where: Available at the DMG Consulting online store. Background: .

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DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

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DMG Consulting

MARCH 31, 2022

Artificial intelligence (AI)-enabled omnichannel intelligent virtual agents (IVAs) are the future of self-service. If needed, this includes automated escalation to live agent support, in the customers’ channels of choice, routed to the right resource to resolve the issue. .& Solving the Problem.

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DMG Consulting

AUGUST 17, 2017

Thank you for your interest in DMG Consulting’s publications. Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Speech analytics. Customer journey analytics. Please complete the registration form below. Monthly DMG Newsletter.

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DMG Consulting

FEBRUARY 15, 2018

Given consumers’ changing attitudes toward self-service and the arrival of more accurate speech recognition, it’s the right time for companies to update their self-service strategies by upgrading their IVRs, and that means embracing intelligent virtual agents (IVAs).

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DMG Consulting

OCTOBER 11, 2019

Best Practices for Getting Employee Buy-In for RPA. Below are a few best practices to help companies with the challenge of reassuring their employees. RPA, robots, bots, intelligent virtual agents (IVAs) and similar solutions that are intended to improve productivity and quality are here to stay.

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EPIC Connections

OCTOBER 20, 2017

EPIC Connections, a global customer engagement and contact center consulting company, announced today that it received the Collaboration Award from NICE inContact, a leading provider of both cloud and on-premise enterprise software solutions. The collaborative session addressed omnichannel best practices in the contact center environment.

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Global Response

FEBRUARY 13, 2022

But most businesses and brands are better served by an outsourced call center, where a dedicated team of customer service experts manages the hiring, training, services and data analytics of the call center. However, some may struggle, and it can be a challenge to monitor productivity and KPIs when not directly working with someone.

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