DMG Consulting

JANUARY 10, 2022

Since the founding of call centers, agents have been paid some of the lowest wages in companies to do a job with little flexibility in working hours, breaks, and vacations. Artificial intelligence (AI), automation, analytics, digital transformation, self-service, and a lot more are helping change and improve the servicing world.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

pindrop

APRIL 30, 2020

The global pandemic hit this critical function, and many were left scrambling to keep their operations running, customer service levels up, and their customer data safe. Pindrop , an enterprise voice security company, works with eight of the top 10 banks, three of the top five brokerages, and five of the top seven life insurers.

Contact Center 75

Contact Center Banking Government At home agents 75

Insite Managed Solutions

MAY 23, 2013

Home Agents: Cloud and IP telephony developments have given rise to the virtual call center, and 41% of enterprise contact centers plan on employing work-at-home agents in the near future. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Top 5 Self-Service Pitfalls.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Xaqt

JUNE 1, 2020

All the while, Virtual Agents and Robotic Process Automation (RPA) threaten to eliminate much of the human capabilities that outsources have built their business on. Amazon, Google, Microsoft) and well-funded start-ups are selling the value proposition of bots, virtual agents and AI to their enterprise customers.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52