Consulting Enterprise Omni-channel support Self service 
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. IVA, bots, RPA, AQM, self-service, WFM, etc.) Do you plan or are you engaged in a digital transformation that includes digital and social media channels? Final Thoughts.
DMG Consulting
MAY 3, 2019
Flex scheduling, agent self-service empowerment, and adaptive real-time scheduling capabilities are the new standard of WFM and key competitive differentiators. Agents also experience “variances to plan,” and must be able to self-adjust their schedules in real time in response to unanticipated events.
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