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DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

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DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report

DMG Consulting

DMG’s 16 th annual report on this fundamental contact center sector examines the servicing, business and management mega trends that are driving transformational changes in the contact center, the workforce and the technology that supports them. The market began the 2010’s with contact center WFO revenues of $1,012.1