The Year Ahead: Call Center Trends of 2019
By Maureen Hoersten As we head into 2019, we’re seeing a shift in the call center industry. As companies expand, the effects are felt by the call center … Read more
Trends
The Bots Are Coming!
Automated and AI-Driven Programs for Business By Elena Langdon Automation and artificial intelligence (AI) are all the rage these days—for good reason. The technology behind … Read more
Apocalyptic Forecasts and the Contact Center
By Donna Fluss Every few years the soothsayers among us predict global trends that are either totally alarmist or too good to be true. Here … Read more
Top Ten Contact Center and Servicing Goals for 2017
By Donna Fluss In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The results of … Read more
7 Predictions for the Future of Customer Engagement in the Contact Center
By Tom Goodmanson The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, … Read more
Four Investment-Worthy Contact Center Trends
By Donna Fluss The contact center world is on fire. Never before have enterprise executives so fully appreciated the contributions and benefits of these customer-facing … Read more
How Contact Centers Will Change in 2015
For contact center operators, the only constant is change, and 2015 will be no exception. That’s the outlook from Cliff Rees, president of Voxox, which … Read more
Two Eyes Toward the Future
By Wayne Scaggs Trying to look into what is coming next is a factor of how far we want to look, how accurate we want … Read more
Speech Analytics Is Ready for Prime Time
By Donna Fluss Post-call speech analytics is ready for prime time. Real-time speech analytics is an emerging solution that is highly compelling. Although the underlying … Read more
The Buzzwords Battle: Is It Omni-Channel or Multi-Channel?
By Donna Fluss There is a new buzzword battle in the contact center market. The defender is the term “multi-channel,” and the contender is “omni-channel.” … Read more