Workforce Optimization Ushers in the Real-Time Contact Center
DMG Consulting
APRIL 16, 2019
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. Self-service solutions will eliminate the need for live agents in the next 10 years (0.1).
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