Analytics, contact center workforce, Events and Quality management

Search:

DAY

WEEK

MONTH

YEAR

Select your country:
Sign up | Log in

Analytics

contact center workforce

Events

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

Real-Time Adaptive Scheduling—WFM’s Next Evolutionary Step

DMG Consulting

APRIL 5, 2017

The market challenge is that even the most accurate WFM solution (if there is such a tool) cannot anticipate and plan for unexpected events, which create varying levels of chaos because they render forecasts mostly useless.

Contact Center

Contact Center Service level Consulting Consulting

Customer Contact Central

Workforce Optimization Ushers in the Real-Time Contact Center

Real-Time Adaptive Scheduling—WFM’s Next Evolutionary Step

Stay Connected