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The Hybrid Contact Center Workforce of 2030

DMG Consulting

The Hybrid Contact Center Workforce of 2030. It’s 2030, and one of your agents is making mistakes. WHAT YOUR WORKFORCE WILL LOOK LIKE. The contact center workforce has already started to change. RECRUITING AND MANAGING A HYBRID WORKFORCE.

Workforce AI: The Driverless Contact Center

Aspect

Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. In a world where the customer experience is the holy grail, contact centers naturally apply new technologies first to their customers and then to their agents and internal processes. For more information on Aspect’s educated approach to AI in the workforce, visit our Aspect Workforce AI page here.

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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.)

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report

DMG Consulting

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. The Report examines the business, market and technology trends and challenges confronting contact centers in the wake of the COVID-19 pandemic.