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

The working world has changed, and so must contact centers; companies that want to be able to hire and retain great agents must listen and respond to their needs and create a more flexible and engaging work environment that enables them to deliver a consistently outstanding customer experience (CX).

Contact Center 77

Contact Center Self service Gamification Enterprise 77

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. About Calabrio.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

DMG Consulting

SEPTEMBER 20, 2021

Enterprises need to review and update their digital transformation strategies and plans to incorporate new approaches driven by the pandemic. These include modifications to fundamental business activities—how products and services are distributed, and how and by whom customer service is delivered.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

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. While many companies are applying IA findings in a single department, other organizations have started to combine the output with other enterprise data.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78