Fonolo

NOVEMBER 11, 2022

READ THE FULL GUIDE: Contact Center Trends 2023. (It You can check out all of our predictions for the upcoming year in our newest in-depth resource: Contact Center Trends 2023. 2023 Trends: A New Focus on Agent Well-Being . Here are some of the improvements we expect agents to see in 2023: . Let’s dig in! .

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

DMG Consulting

APRIL 15, 2020

The Report explores the impact of trends such as the digital transformation, the gig economy, artificial intelligence (AI) enablement, automation and the hybrid workforce on the WFM market. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn.

Predictive Analytics 62

Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

DMG Consulting

OCTOBER 17, 2019

“Companies are encouraged to build Centers of Excellence (CoEs) and training programs to improve and extend the usefulness of their organizations’ human capital in this age of artificial intelligence.”. DMG expects RPA revenue to increase by at least 125% in 2020 and 2021, and 100% in each of the three years 2022, 2023 and 2024.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

DMG Consulting

DECEMBER 11, 2019

DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023. Artificial intelligence (AI) and predictive analytics are also profoundly impacting the CBCCI market. The number of CBCCI seats in the market grew by 20.1%

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48