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
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
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
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
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
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
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
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
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
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
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