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The Right Way to Do Contact Center Reporting
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The Right Way to Do Contact Center Reporting


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Revolutionizing QA with Speech Analytics
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Revolutionizing QA with Speech Analytics


Latest Research from DMG Consulting

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2011 - 2012 Hosted Contact Center Infrastructure Market Report
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2011 - 2012 Hosted Contact Center Infrastructure Market Report


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2011 - 2012 Desktop Analytics Product and Market Report
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2011 - 2012 Desktop Analytics Product and Market Report


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2011 - 2012 Speech Analytics Product and Market Report
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2011 - 2012 Speech Analytics Product and Market Report



 
DMG Consulting releases The Real-Time Contact Center Newsletter monthly. Each edition features insightful analysis of the hottest topics in the contact center market. The Newsletter highlights new technologies, operational challenges and opportunities, management issues and best practices. Our columns and articles focus on the practical benefits and impact of market developments on your contact center. The Newsletter is interactive and invites your questions and comments.

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Archived Newsletters



DMG in the News
9/22/2011 - Integrating Social Media Into The Contact Center (inContact)
9/1/2011 - Suite Evolution Drives Contact Centers (Speech Technology)

Whitepapers, Executive Briefings, and Benchmark Reports
1/5/2012 - The Right Way to Do Contact Center Reporting
11/8/2011 - Thumbs Up! Customer Engagement for a New Generation - A Benchmark Study of the Impact of Social Media on Customer Service

Featured Publications
1/23/2012 - Speech analytics is worth the pain (SearchCRM) 
1/13/2012 - New Rules for Managing Cloud-Based Contact Centers (NewVoiceMedia) 
1/3/2012 - Redefining CRM - Why one size fits all no longer does (destinationCRM.com)
1/3/2012 - Speech Analytics in the Voice of the Customer Era (destinationCRM.com)
12/1/2011 - Using Social Media for Customer Service Is a Strategic Imperative (destinationCRM.com)
11/29/2011 - Customer experience analytics: Separating hype from fact (SearchCRM)
11/24/2011 - Using Social Media for Customer Service – Best Practices for Doing it Right (CustomerThink)
11/14/2011 - The Hosted/Cloud-Based Contact Center Infrastructure Market Hits its Stride (SupportIndustry.com)

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