DMG Consulting

OCTOBER 6, 2023

Generative AI for the Service World DMG defines Generative AI as “a type of artificial intelligence that leverages deep-learning algorithms to produce new content (e.g., text, images, computer code, workflows, models, audio/music, and more). GPT-4), Google’s PaLM, Anthropic’s Claude, Cohere, Hugging Face, and others.

AI 59

AI Contact Center Artificial Intelligence Omnichannel 59

Execs In The Know

MARCH 22, 2023

Do they shadow contact center agents to keep a pulse on the experience and most common contact topics? For starters, contact center leaders need to reexamine the KPIs they track to include what matters most to customers and the enterprise brand. Do leaders invest in solutions that improve experience?

CX 52

CX Contact Center Start-ups Education 52

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. First contact resolution (FCR) measures might be…”. Employee engagement.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561