Our final question is out for our survey on KPIs. If you have a chance to answer it, we’d love your insight. It’s so quick you can do it faster than you can say contact center KPIs!! surveymonkey.com/r/QH9X8FV #DMGResearch #contactcenter #AI #GenAI #CX #AgenticAI #WFM

Myth 10: A new conversational #AI self-service solution can be implemented in 30 days. Reality: Enterprises are asking CAI vendors to deliver fully operational customer-facing self-service solutions in 90 days or less. dmgconsult.com/free-reports/… #contactcenter #GenAI #AgenticAI

Can you spare a minute for a quick question about KPIs? surveymonkey.com/r/2JSPYS3

You can do a lot in a minute, including providing your feedback for our KPI survey. Answer one question and you could even win an Amazon gift card. surveymonkey.com/r/2JSPYS3 #DMGResearch #contactcenter #AI #GenAI #CX #AgenticAI

#Contactcenter agents’ work has evolved into something that requires more judgment, empathy, contextual reasoning, ethical decision making, and hybrid human/AI orchestration making the title seem outdated. dmgconsult.com/whats-in-a-na… #DMGResearch #AI #GenAI #CX #AgenticAI #WFM

AI elevates CCaaS from a rules-based utility into an intelligent strategic platform that improves CX outcomes, operational efficiency, and competitive differentiation. dmgconsult.com/the-future-of… #DMGResearch #contactcenter #AI #GenAI #CX #AgenticAI #WFM

Enterprises that downsized their contact center workforce in anticipation of increased automation are now quietly rehiring to replace the agents they released. dmgconsult.com/will-ai-help-… #DMGResearch #contactcenter #AI #GenAI #CX #AgenticAI #WFM

Names shape perception. Names shape value. Names shape how organizations invest in a role. Names shape how leaders think about a role. Names shape how people feel about the work they do. And when the work evolves, the title should too. dmgconsult.com/whats-in-a-na… #contactcenter

Myth 8: AI will reduce operating costs by 40–50% in one year. Reality: This claim shows up far too often, but it’s unrealistic. dmgconsult.com/free-reports/… #DMGResearch #contactcenter #AI #GenAI #CX #AgenticAI #WFM

BPO leaders have shared with us that going into 2026 enterprises expected significant reductions in their human agent requirements throughout 2026 and 2027. However, these projections are not materializing. dmgconsult.com/will-ai-help-… #contactcenter #AI #GenAI #CX #AgenticAI #WFM

Maybe it’s finally time to retire the title “agent” for the frontline role that has outgrown it. Maybe it’s time to give these professionals a name worthy of the complexity, judgment, & emotional intelligence they bring to every customer interaction. dmgconsult.com/whats-in-a-na… #AI

Myth 7: #AI can handle 90% of customer inquiries. Reality: The “90%” claim is common in vendor conversations, but it’s marketing, not a proven benchmark. dmgconsult.com/free-reports/… #DMGResearch #contactcenter #GenAI #CX #AgenticAI #WFM

We have another KPI question for you! You can also be entered for a drawing to win a $50 Amazon gift card! surveymonkey.com/r/FHR5GD8 #DMGResearch #contactcenter #AI #GenAI #CX #AgenticAI #WFM

Myth 6: #AI is going to eliminate the need for human agents. Reality: It won’t. Even if some executives hope otherwise, AI is not replacing all human agents. dmgconsult.com/free-reports/… #DMGResearch #contactcenter #GenAI #CX #AgenticAI #WFM

If you have a minute, our second KPI question is still live! You can also be entered for a drawing to win a $50 Amazon gift card! surveymonkey.com/r/FHR5GD8 #DMGResearch #contactcenter #AI #GenAI #CX #AgenticAI #WFM

Have you registered for Beyond Monitoring & Coaching: Unlocking New Value From AQM? Join @dfluss , @DMGConsultLLC and Tim Richter, @Five9 for this live webinar on Thursday, September 10. five9.com/registration/2026/… #DMGResearch #contactcenter #AI #GenAI #CX #AgenticAI #WFM

Myth 5: Any LLM will get the job done correctly. Reality: LLMs are not interchangeable, and choosing the wrong one for a given use case can lead to an abundance of issues. dmgconsult.com/free-reports/… #DMGResearch #contactcenter #AI #GenAI #CX #AgenticAI #WFM

Here's the second question in our #KPI survey. It only takes a minute. Not only is it an important conversation, but there may just be a $50 Amazon gift card in it for you. surveymonkey.com/r/FHR5GD8 #DMGResearch #contactcenter #AI #GenAI #CX #AgenticAI #WFM

LAST CHANCE to register for the September 2nd webinar, “Beyond the AI Hype: Why Execution Will Determine the Winners in Customer Service” featuring @dfluss , DMG Consulting & Jennifer Lee, @Intradiem . swpp.webex.com/weblink/regis… #contactcenter #AI #GenAI #CX #AgenticAI #WFM

Myth 4: Implementing #AI in a #CX organization is primarily an #IT project. Reality: No, and treating it as one is a common reason that AI initiatives underperform. dmgconsult.com/free-reports/… #DMGResearch #contactcenter #GenAI #AgenticAI #WFM