DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. The post 2024: The Year for Contact Center AI appeared first on DMG Consulting.

Contact Center 48

Contact Center Virtual Agent Self service Benchmark 48

Connect

APRIL 18, 2024

Additional applications relate to better management and operational efficiency, supporting supervisors with AI-powered quality management or scoring and providing insights and recommendations for strategic planning. However, Gen AI is not a plug-and-play solution.

Virtual Agent 92

Virtual Agent Chatbots Average Handle Time Engineering 92

DMG Consulting

FEBRUARY 20, 2025

In December 2024, DMG issued a worldwide survey through our network of media partners designed for enterprise, customer experience (CX), contact center, and IT executives. Automated quality management (AQM) came in fourth place as an IT investment priority in 2025, selected by 28.0% of survey participants.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

DMG Consulting

APRIL 17, 2025

Satisfaction with the CX was lower in 2024 than in 2023, and it seems as if this trend has been playing out for years. A common example of this is when contact centers purchase an AQM solution to automate their quality management program but continue to perform QM manually. However, the reality is different.

Contact Center 48

Contact Center Best practices Virtual Agent Quality management 48