DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

SEPTEMBER 20, 2021

Contact Centers’ Road Map to Success in the New Normal. May 25, 2021 Donna Fluss. View this article on the publisher’s website. It’s been a difficult but in some ways awe-inspiring 15 months, a period in which the world has experienced extraordinary difficulties and upheaval.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

Xaqt

JUNE 1, 2020

All the while, Virtual Agents and Robotic Process Automation (RPA) threaten to eliminate much of the human capabilities that outsources have built their business on. Amazon, Google, Microsoft) and well-funded start-ups are selling the value proposition of bots, virtual agents and AI to their enterprise customers.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52