DMG Consulting LLC - Whitepapers

Latest Research from DMG Consulting

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2013 - 2014 Contact Center Workforce Management Market Report

Free from DMG Consulting

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Executive Guide to Cloud - Based Contact Centers

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Best Practices for Optimizing Contacts with Blended Dialers

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NEW! Building the Business Case for a Cloud-Based Contact Center Solution

5/13/2013	Improve Contact Center Performance with Real-Time Metrics
3/13/2013	Workforce Management Doesn�t Have to be So Hard
3/1/2013	Building the Business Case for a Cloud-Based Contact Center Solution
2/28/2013	Executive Guide to Cloud - Based Contact Centers
2/7/2013	Best Practices for Optimising Contacts with Blended Diallers
1/30/2013	Social Media Customer Service / Contact Center Product and Best Practices Market Report 2012 - 2013
10/31/2012	Bridging the Communications Gap Between IT and Contact Centers
10/30/2012	The Emergence of Back-Office Workforce Optimization Suites
8/31/2012	Setting the Record Straight About Cloud-Based Contact Centers
8/8/2012	Improving Back Offices with Performance Management and Desktop Analytics
6/22/2012	The Missing Links in Back-Office Business Process Management
5/25/2012	Roadmap for Selecting a Contact Center Infrastructure Solution
5/8/2012	Using Balanced Scorecards to Motivate Agents and Achieve Enterprise Goals
4/6/2012	Speech Analytics: Best Practices for Analytics-Enabled Quality Assurance
2/13/2012	Payment Card Industry Data Security Standards (PCI-DSS) Guide for Contact Center Managers
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
11/4/2011	Revolutionizing QA with Speech Analytics
10/16/2011	Using Agent Idle Time to Improve Enterprise Performance and Profitability (e-book)
10/16/2011	Desktop Analytics: The Key to a Better Back Office
9/10/2011	Using Agent Idle Time to Improve Enterprise Performance and Profitability
7/26/2011	Virtual Queuing Product Report
4/29/2011	The Power of Real-Time Delivery: Using Agent Idle Time to Improve Service (e-book)
4/10/2011	Making WFM Work: Best Practices and ROI Model
4/1/2011	The Power of Real-Time Delivery: Using Agent Idle Time to Improve Service
3/31/2011	Best Practices for Transforming to a Multi-Channel Contact Center
1/14/2011	FCR Done Right!
12/30/2010	The Servicing/CRM System Dilemma - An International Benchmark Study of Contact Center Servicing/CRM Application Challenges
11/29/2010	Next-Generation QA Solutions Take ROI to the Next Level
11/4/2010	Transitioning from Old QA to New Analytics-Enabled Quality Assurance
9/17/2010	Easing the Pain of Workforce Management
8/31/2010	Contact Center Best Practices: Using Training to Achieve Enterprise Goals
7/27/2010	Improving Back-Office Productivity and Quality with Workforce Management
7/7/2010	Social Media: Guide for Building a Customer Support Strategy
6/17/2010	Contact Center Best Practices: Using Training to Achieve Enterprise Goals
5/22/2010	Financial Services - Using Voice Self-Service to Enhance the Retail Banking Experience
5/22/2010	Insurance Providers - Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies
5/22/2010	Insurance Property and Casualty - Enhance the Caller Experience and Increase Policyholder Loyalty with Voice Self-Service
5/4/2010	The Winning Staffing Formula - A Benchmark Study of Contact Center Workforce Management
5/3/2010	Payment Card Industry Data Security Standards (PCI-DSS) Guide for Contact Center Management
3/31/2010	Hosted Contact Center Solutions - Setting the Record Straight
3/21/2010	Payment Card Industry Data Security Standards (PCI-DSS) Guide for Contact Center Managers, Sponsored by KnoahSoft
3/19/2010	Contact Center Coaching Best Practices: Outstanding Agents Strengthen Your Brand
2/25/2010	2010 Contact Center Outbound Dialer Product and Market Report
2/21/2010	Payment Card Industry Data Security Standards (PCI-DSS) Guide for Contact Center Managers, Sponsored by CallCopy
1/28/2010	IVR to the Rescue! A Benchmarking Study of 2010 Enterprise, Contact Center and IT Priorities and the Critical Role of IVRs in Achieving These Goals
11/20/2009	Verint Contact Center QA Guide: Building a World-Class Quality Assurance Program
11/9/2009	Accelerating Contact Center QA and Performance Optimization with Screen Analytics
10/29/2009	Contact Center Unified Communications Market, Vendor and Product Guide
9/18/2009	Preparing your Contact Center for H1N1 and Other Disasters: A Guide for Business Continuity and Recovery
7/23/2009	Building a Multi-Channel Contact Center in the Era of Social Networking
6/15/2009	Hosted/Managed Service IVR Market Report (Abstract)
6/10/2009	VPI Contact Center QA Guide: Building a World-Class Quality Assurance Program
6/8/2009	2008 - 2009 Quality Management/Liability Recording Product and Market Report Executive Summary
5/6/2009	CallCopy Contact Center QA Guide: Building a World-Class Quality Assurance Program
4/20/2009	Contact Center Analytics: Emerging Customer Experience and Desktop Analytics Solutions (abstract)
4/15/2009	2009 Contact Center and Enterprise Performance Management Market Report (abstract)
4/13/2009	Self-Service: Putting Customers First Makes You a Winner
2/9/2009	Call Center At-Home Agent Best Practices
9/9/2008	Business as Usual? A Benchmarking Study of Disaster Recovery and Business Continuity for Contact Centers
9/9/2008	2008 Contact Center Executive and Management Briefing
6/25/2008	Best Practices for Transforming Call Centers into Blended Sales/Service Organizations
4/10/2008	Maximizing Customer Retention: A Blueprint for Successful Contact Centers
4/3/2008	Enterprise Benefits of Real-Time Contact Center Performance Management
11/8/2007	Contact Center Analytics Empower Enterprises
7/15/2007	2007 Call Center Supervisor Best Practices
6/15/2007	Call Center First Call Resolution Guide
9/20/2006	At-home Agent Business Case and Best Practices
9/15/2006	Hosted Contact Center Solutions Vendor Guide
6/1/2006	Contact Center Manager�s KPI Survival Guide
5/30/2006	Real-Time Coaching Builds World-Class Contact Centers
10/18/2005	Hosted Contact Center Recording and Quality Management: Doing it Right!
5/8/2005	Hosted Contact Centers are Ready for Prime Time
1/1/2004	Contact Center Performance Management to Optimize Enterprise Profitability: The Steps for Success NICE Systems
11/19/2003	Performance Management - Aligning Business Objectives through the Contact Center
11/1/2003	The Data Integration Challenge: Can Semantic Integration Improve Success Line56.com
7/1/2003	The Service Differentiator Nortel Networks
6/1/2003	A Brighter Future Lies Ahead for the Contact Center Market
3/27/2003	The Intimate Connection Between Customer Satisfaction and ROI Nuance
11/26/2002	Practical Guide to Speech Recognition
5/1/2002	Web Self-Service Comes of Age AskJeeves



	5/8/2013 - DMG Consulting Releases 2013 � 2014 Contact Center Workforce Management Market Report
	3/15/2013 - DMG Consulting Releases 2012 - 2013 Workforce Optimization Product and Market Report


	5/13/2013 - Improve Contact Center Performance with Real-Time Metrics
	3/13/2013 - Workforce Management Doesn�t Have to be So Hard
	3/1/2013 - Building the Business Case for a Cloud-Based Contact Center Solution


	5/6/2013 - Multi-Channel: A Must for Today�s Contact Center (ConnectFirst)
	4/10/2013 - Transforming Your Contact Center Into an Essential Corporate Contributor (SupportIndustry.com)
	3/1/2013 - Changing the Face of Workforce Optimization (destinationCRM.com)

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