At home agents Consulting Quality management Technology 
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.
DMG Consulting
JULY 5, 2020
However, the first step in the process is to enable contact center workers to work from their homes. For this reason, all contact centers, even those with just a few employees, need an effective WAH program supported by the necessary technology and solutions. Use internal chat for handling most agent inquiries.
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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.
DMG Consulting
JANUARY 10, 2022
It’s time for contact center management and business practices to transition and align with the requirements of the general working population who expect fair treatment, recognition, and compensation. Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021.
DMG Consulting
SEPTEMBER 20, 2021
The playbook for the “new normal” will likely follow three major trends: the migration to the cloud, digital transformation, and the adoption of smart technologies (artificial intelligence and automation). The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists.
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