Contact Center and Back Office Research and Consulting Services
Latest Research Reports
The 2019 Workforce Management Product and Market Report provides an in-depth examination of the contact center WFM market, the competitive landscape, market trends and challenges, vendors, product suites, technology and innovation. It provides an insightful analysis of how WFM is being re-engineered to meet the complex requirements of today’s omni-channel, virtualized contact center environments, consumers’ rising expectations and the demands of the modern workforce.
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.
Top Free Research
AQM is an ideal application for companies undergoing a digital transformation. It “listens” and/or “reads” up to 100% of all interactions, enabling leaders to use this business intelligence to improve quality and productivity throughout the enterprise. AQM should become a standard component of quality, voice-of-the-customer/employee (VOC/E) and customer journey initiatives, given the high value of data it delivers.
The self-service market has grown and expanded during the past 40 years, and it’s time for organizations to adopt the current generation of solutions as an important step in their digital transformation. The question is not whether you are ready to migrate from your existing self-service solutions to IVA-supported voice and digital self-service, but how quickly you can effectively adopt the new generation of AI-enabled self-service technology.