DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management 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. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report.

Consulting 59

Consulting Consulting Marketing Management 59

CSM Magazine

MAY 22, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.” For more information, visit www.zenarate.com.

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). WFO’s Journey into the Future . Learn more at www.dmgconsult.com. Subscribe to the Free DMG Newsletter.

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

Verint

MAY 2, 2017

Once again Verint solutions have been recognized, this time by DMG Consulting. We recently announced that we have received perfect scores—five out of five—in several key product satisfaction categories in DMG Consulting LLC’s new “2017/2018 Workforce Management Product and Market Report.”.

Enterprise 35

Enterprise Management Consulting Consulting 35

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. The Next Act for Contact Center WFO.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.)

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Verint

JULY 23, 2015

Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand. The highlight of the event for me was the session in which I presented alongside Andrew Studee, vice president, strategic consulting services, Verint Enterprise Intelligence Solutions ™.

Analytics 38

Analytics Contact Center Consulting Consulting 38

DMG Consulting

APRIL 5, 2017

Thank you for your interest in DMG Consulting’s publications. Source: DMG Consulting LLC, February 2017. In the future, contact centers must address fairness at all levels to more fully engage their employees. Please complete the registration form below. First Name * Last Name Email Address *. Final Thoughts.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Verint

JUNE 6, 2017

The 4th annual Verint Executive Summit also took place during Engage, hosted by a partner and division COO from a global management consulting firm. The theme was holistic customer engagement —helping organizations empower their customers and employees through intelligence that can be shared enterprise-wide.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

NobelBiz

MAY 22, 2022

Worked as a Director and managed outsourced BPO call center relationships before joining Parker Staffing as VP of our Onsite program. Rachel Macklin Rachel has a staffing and consulting background with over 15 years of experience. Host of both the First Contact – Stories of the Call Center Podcast.

call center workforce 52

call center workforce Call Center Management Gamification 52

Verint

JULY 23, 2015

Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand. The highlight of the event for me was the session in which I presented alongside Andrew Studee, vice president, strategic consulting services, Verint Enterprise Intelligence Solutions ™.

Analytics 24

Analytics Contact Center Consulting Consulting 24

Fonolo

OCTOBER 13, 2020

There are Better Options for the Contact Center Workforce. While the nation’s top companies poured money into improving employee experience, many contact centers relied on the (seemingly) endless chain of young, unqualified people to manage their phone lines. The contact center is in its final days.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144