DMG Consulting

JANUARY 3, 2020

The Hybrid Contact Center Workforce of 2030. It’s 2030, and one of your agents is making mistakes. But because it is a robot that’s malfunctioning, you don’t need to give it a warning; you do need to get it fixed rapidly, as it’s hurting your customer service performance. WHAT YOUR WORKFORCE WILL LOOK LIKE.

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contact center workforce Contact Center Virtual Agent Enterprise 96

Aspect

MAY 15, 2018

Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. At Aspect, we call this new application of Artificial Intelligence “Workforce AI”, and it portends radical change in the way contact centers will operate.

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Contact Center contact center workforce Airlines Virtual Agent 68

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Contact centers and back offices will merge in the next 10 years (0.3). Self-service solutions will eliminate the need for live agents in the next 10 years (0.1).

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Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

MARCH 11, 2021

Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report. For agents working at home, the pandemic has also shifted their work/life balance in often unexpected ways.

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Consulting Consulting Marketing Management 59