DMG Consulting
FEBRUARY 5, 2020
As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions. Do you plan or are you engaged in a digital transformation that includes digital and social media channels? Digital Transformation and Omni-Channel Support.
DMG Consulting
NOVEMBER 6, 2019
(Many companies purchased a different servicing solution for each of their channels, as they became available.). Providing omni-channel support is not an option, as it is what customers (and consumers in general) want and expect. The “saving grace” for this major enterprise challenge is the cloud.
DMG Consulting
MAY 3, 2019
Companies require WFM solutions that are self-adjusting and adapt in real time to volatile demand and resources, enabling enterprises to bridge the gap between forecasts and reality. AI and machine learning are being leveraged in skill/skill-proficiency assignments to support outcome-driven predictive routing strategies.
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