DMG Consulting

DECEMBER 7, 2020

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

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Consulting Consulting Contact Center Marketing 62

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

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Consulting Consulting At home agents Virtual Agent 59

DMG Consulting

SEPTEMBER 20, 2021

May 25, 2021 Donna Fluss. Companies also need to rethink workplace requirements, specifically which functions must be performed by office staff and which can be done by at-home employees. The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists.

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Contact Center Real estate Self service Enterprise 48

DMG Consulting

JANUARY 10, 2022

Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021. Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud. Technology Takes a Leading Role.

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Serenova

OCTOBER 7, 2020

Forrester has observed that following the pandemic and the move to remote work, companies have had success using “online video game leagues” to “improve social cohesion for at-home agents.” Leaderboards are great, but nothing can replace 1:1 feedback. From agile tech titans like Google, Facebook, and Apple to stalwarts like U.S.

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Call Center Contact Center virtual call center At home agents 52