Contact Center Workplaces Are in the Midst of a Renaissance

DMG Consulting

This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. Importantly, many of the modifications that contact center agents are requesting will not cost companies more and might even reduce operating expenses.

5 Helpful Contact Center Tools for Managers

NICE inContact

Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Are your agents prepared to answer customers’ questions? Are customers satisfied with the solutions given by your agents? Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. Are you scheduling the right agents at the right time?


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Developing a Contact Center Work-At-Home Program

DMG Consulting

Developing a Contact Center Work-At-Home Program. While many contact centers, particularly the large ones, had disaster recovery (DR) and business continuity (BC) plans in place before the pandemic hit, even if they were rarely tested and updated, surprisingly few included the option of having employees work from home for an extended period of time. However, the first step in the process is to enable contact center workers to work from their homes.

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

DMG Consulting

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.

Pandemic Speeds Adoption of IA

DMG Consulting

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. AQM frees QM specialists to concentrate on what their jobs are intended to be – coaching agents and helping them realize their full potential. .

Calabrio Receives Perfect Customer Satisfaction Scores in DMG Consulting’s WFO Report

CSM Magazine

These full-marks ratings for Calabrio ranged from training and ongoing service and support, to product effectiveness, such as the ability to support at-home agents and remote supervisors, to product features satisfaction, including supervisor interface and user experience.