DMG Consulting

DECEMBER 7, 2020

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. Among the lessons learned from the pandemic is that the work-at-home business model is here to stay.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

JANUARY 10, 2022

Organizations that want to realize the benefits of the digital channels and self-service solutions that their customers increasingly prefer need to enhance both the customer and agent experience. Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

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

Enterprise 78

Enterprise Contact Center At home agents Analytics 78