Contact Center and Back Office Research and Consulting Services
Latest Research Reports
DMG Consulting LLC’s annual Workforce Optimization Product and Market Report analyzes the workforce optimization (WFO) market and product suites. The Report examines the servicing, business and management trends that are redefining how enterprises and their contact centers view and interact with their customers, prospects and employees.
DMG’s 11th annual edition of the Cloud-Based Contact Center Infrastructure Product and Market Report, presents the most comprehensive, authoritative analysis of this important and maturing IT sector. The Report examines the competitive landscape, and trends and challenges that are influencing the CBCCI market. It explores market innovation, products, benefits, return on investment, pricing and implementation best practices. The Report also analyzes market dynamics, the vendors’ market share, adoption rates and projections, as well as customer survey results that measure and track satisfaction with the vendors and their products.
Top Free Research
The digital transformation is driving companies to reimagine their front- and back-office servicing strategies and operations. Companies need solutions that make it easy for their customers to conduct business and that deliver a personalized and outstanding experience, cost effectively.
Having the right KPIs is necessary for managing a contact center, regardless of its size. However, the KPIs that are needed are not tied to the size or complexity of the contact center, but instead to its underlying purpose: customer service, sales or collections.