Artificial Intelligence Contact Center Machine Learning Voice of the Customer 
DMG Consulting
JULY 1, 2019
The Ideal Contact Center Solution. I often think about what it would take to make the perfect contact center infrastructure solution, ACD, dialer, IVR/IVA, CTI, universal queue, etc. The contact center solution should come with old and new key performance indicators (KPIs). By Donna Fluss. But I want more.
DMG Consulting
APRIL 16, 2019
Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.
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Lumoa
JUNE 23, 2021
While the proliferation of handheld devices has a lot to do with the inflated expectations of customers, it is also natural. In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.
DMG Consulting
NOVEMBER 30, 2023
When it comes to contact center systems and applications, no topic is generating more buzz and excitement than artificial intelligence. GPT-4 is a neural network machine learning model that uses NLP and natural language generation to understand and produce humanlike natural language text.
DMG Consulting
JUNE 8, 2021
These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. Product Innovation. Broader Use Cases for IA.
Taylor Reach Group
APRIL 25, 2018
At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Loyalty Expo is a true Voice of the Customer-driven, best practice-focused customer loyalty and reward conference.
DMG Consulting
FEBRUARY 25, 2019
Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Speech (and text) analytics provides the benefits of surveys with none of the work for customers.
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