DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

JULY 5, 2020

Set up a daily communication session between supervisors and each at-home agent. Part of each supervisor’s job should be to keep at-home agents informed of all work-related meetings and to make sure their agents are well. Use internal chat for handling most agent inquiries. working space, security, and more.

Contact Center 84

Contact Center At home agents Analytics Consulting 84

DMG Consulting

AUGUST 3, 2020

The pandemic demonstrated another practical application of IA, using it to oversee and manage at-home agents. DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

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.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

DMG Consulting

JANUARY 10, 2022

Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021. Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud. The post Contact Center Workplaces Are in the Midst of a Renaissance appeared first on DMG Consulting.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

DMG Consulting

APRIL 20, 2020

In the last few weeks, CCaaS solutions, automatic call distributors (ACDs) and dialers that are delivered from the cloud have demonstrated their flexibility in meeting the needs of companies and government agencies, as many organizations have moved their employees and agents from the office to work from home. In June of 2018, 16.8%

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Contact Center Government Cloud contact Quality management 62

DMG Consulting

SEPTEMBER 20, 2021

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. The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists.

Contact Center 48

Contact Center Real estate Self service Enterprise 48