Analytics At home agents Consulting Quality management 
DMG Consulting
DECEMBER 7, 2020
DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.
DMG Consulting
JULY 5, 2020
Set up a daily communication session between supervisors and each at-home agent. Part of each supervisor’s job should be to keep at-home agents informed of all work-related meetings and to make sure their agents are well. Use internal chat for handling most agent inquiries. working space, security, and more.
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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. Calabrio’s scores led each of these categories.
DMG Consulting
JANUARY 10, 2022
This includes the use of customer journey analytics, a relatively new concept and application to capture and provide the insights that companies need to identify the bottlenecks that disrupt the service experience. Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021.
DMG Consulting
AUGUST 3, 2020
Interaction analytics (IA) is a highly valuable application for contact centers, with even higher potential for making major contributions to other enterprise departments. IA is an essential input into the customer journey analytics (CJA) process, particularly when the feedback is provided on a timely basis.
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