DMG Consulting
FEBRUARY 25, 2019
Sign up for DMG’s free monthly newsletter. Enterprises are starting to leverage sophisticated AI-enabled technologies—intelligent virtual agents (IVAs), robotic process automation (RPA), predictive modeling, and speech analytics—to thrive in the era of the personalized customer journey. Like what you’re reading? Email Address *.
Steven Van Belleghem
MAY 19, 2020
Here are the components of the contact center of the future: A Hybrid Model. Trust is now more than ever a differentiator in that aspect: those companies that always trusted their employees to work remotely, had a head start, and could thus focus on adapting their customer channels and business model to the changed environment.
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Execs In The Know
APRIL 12, 2024
The decision to incorporate AI into contact center operations is no longer a question of if, but how. Among the myriad options available, starting with a modern transcription + summarization solution can be the perfect way to begin. Low-latency – Transcriptions can help both during and after the call.
Comm100
AUGUST 21, 2018
Let’s start with a simple question: Can human live chat agents and chatbots be held to the same standard when it comes to key performance indicators (KPIs)? A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience.
Comm100
AUGUST 21, 2018
Let’s start with a simple question: Can human live chat agents and chatbots be held to the same standard when it comes to key performance indicators (KPIs)? A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience.
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