CSM Magazine

JANUARY 27, 2021

DMG, a leading independent contact centre research and consulting firm, annually conducts reports on the workforce optimisation (WFO) industry, including market trends and challenges, predictions and vendor market share, as well as an extensive customer satisfaction survey to measure end-user experience with vendors and their products.

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DMG Consulting

DECEMBER 7, 2020

Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

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DMG Consulting

JUNE 8, 2021

Interaction analytics enables companies to alter the outcome of customer conversations, responding with real-time alerts and next-best-action guidance to agents, regardless of where they are located.

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DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. Speech Analytics and AI Is a Winning Combination. By Donna Fluss. VoC Unfiltered.

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DMG Consulting

OCTOBER 13, 2021

The Report examines the competitive landscape and the business, market and technology trends driving this fast-growing and vital IT segment. It also includes comprehensive satisfaction survey results for each of the featured vendors.

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DMG Consulting

NOVEMBER 1, 2017

The Report complements DMG’s annual Workforce Optimization Market Share Report , which looks at WFO market performance and activity for the full year, and its Workforce Optimization Product and Market Report , which reviews vendors, technology, trends and challenges, pricing, and more. said Donna Fluss, President of DMG Consulting LLC.

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DMG Consulting

MAY 25, 2018

Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. Intelligent automation will make substantial contributions to contact centers by taking over many routine, time-consuming tasks previously performed by agents and improving service quality.

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DMG Consulting

MAY 7, 2018

DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. The 2018 Knowledge Management Product and Market Report is the only in-depth analysis of these practical and increasingly essential solutions. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

MARCH 16, 2018

The 2018 – 2019 Workforce Management Product and Market Report provides an in-depth analysis of the contact center WFM market, the competitive landscape, product suites, technology and innovation. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

JANUARY 17, 2018

DMG’s 14 th annual report on this resilient sector explores the products, innovation, and market trends and challenges that are changing the face of WFO. The Report also presents an insightful analysis of WFO market activity for the first half of 2017, and provides 5-year market projections for the 12 WFO application components.

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DMG Consulting

NOVEMBER 29, 2017

DMG’s tenth annual report on this sector provides deep insights into the competitive landscape, vendors, products, and trends and challenges that are shaping this market and driving innovation. 2017 was the breakthrough year for the cloud-based contact center infrastructure (CBCCI) market.

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DMG Consulting

APRIL 16, 2019

Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) Another emerging strategy for managing a personalized customer experience is the use of predictive analytics. Self-service solutions will eliminate the need for live agents in the next 10 years (0.1).

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