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

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.

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Consulting Consulting Contact Center Marketing 62
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Contact Center Workplaces Are in the Midst of a Renaissance

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.

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Contact Center Self service Gamification Enterprise 77
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