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.
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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CSM Magazine
JANUARY 27, 2021
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. Calabrio’s scores led each of these categories.
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. Companies also need to rethink workplace requirements, specifically which functions must be performed by office staff and which can be done by at-home employees.
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.
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