Analytics, Big data, contact center workforce and Quality management

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Analytics

Big data

contact center workforce

Quality management

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.) ANALYTICS RECEIVES AN ENCORE. who interact with them.

Contact Center

Contact Center Interactive Voice Response Analytics Self service

Driving Holistic Customer Engagement Excellence

Verint

JUNE 6, 2017

Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.

Employee engagement

Employee engagement Quality management Analytics Best practices

Customer Contact Central

Workforce Optimization Ushers in the Real-Time Contact Center

Driving Holistic Customer Engagement Excellence

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