Big data, Gamification, Journey mapping and Technology

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center

Contact Center Interactive Voice Response Analytics Self service

Customer Experience in Financial Services: A Comprehensive Guide

Balto

SEPTEMBER 12, 2023

It collects and analyzes big data across different customer touchpoints, translates the text and speech into machine-readable language, and carries out sentiment analysis that helps understand customer emotions and intent. Create a customer journey map and involve relevant departments and stakeholders.

Customer Experience

Customer Experience Customer centricity Coaching Analytics

Customer Contact Central

Workforce Optimization Ushers in the Real-Time Contact Center

Customer Experience in Financial Services: A Comprehensive Guide

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