DMG Consulting

SEPTEMBER 24, 2021

Companies need to be able to conduct business in an increasingly virtual and digital environment, as this is what their customers expect. Interaction analytics should be used to perform a modified form of quality management called analytics (or automated) quality management (AQM).

Analytics 77

Analytics Enterprise Contact Center Quality management 77

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Intelligent virtual assistants.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

MARCH 30, 2021

It’s time for companies to give customers what they want, which is artificial intelligence-enabled omnichannel self-service solutions, as these have become consumers’ preferred method of conducting business. The post Contact Centers’ Digital Transformation Has Only Begun appeared first on DMG Consulting.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

DMG Consulting

JANUARY 29, 2021

The second-ranked response was to improve customer-facing self-service capabilities, as reflected by 44.7% Companies are transitioning from their interactive voice response (IVR) systems to next-gen conversational intelligent virtual agents (IVAs). of respondents. of respondents. of respondents. of the responses.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. Speech Analytics and AI Is a Winning Combination. By Donna Fluss.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

APRIL 13, 2022

Companies need to be able to conduct business in an increasingly virtual and digital environment, as this is what their customers expect. Interaction analytics should be used to perform a modified form of quality management called analytics (or automated) quality management (AQM).

Analytics 48

Analytics Enterprise Contact Center Quality management 48

DMG Consulting

SEPTEMBER 20, 2021

It’s bizarre that it took a highly contagious virus to drive so much innovation in the world of service, but this is one of the positive outcomes of this challenging situation. The pandemic has also accelerated the attitudinal shift of consumers toward self-service and digital channels as their preferred modes for service.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Self-service solutions will eliminate the need for live agents in the next 10 years (0.1). As the quality and effectiveness of self-service solutions improve, the number of contact center seats will decline.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

NOVEMBER 1, 2022

The first is an operating environment where agents (and hopefully other contact center employees including supervisors, quality management specialists, workforce management administrators, etc.) Typically, these automated resources are conversational AI-based intelligent virtual agents (IVAs).

Contact Center 48

Contact Center Virtual Agent Coaching Self service 48