Contact Center and Back Office Research and Consulting Services
Latest Research Reports
DMG Consulting’s 2020 – 2021 Workforce Management Product and Market Report, the 13th annual edition, provides an in-depth analysis of the contact center workforce management (WFM) sector, the competitive landscape, vendors, product suites, technology and innovation. It explores the impact on the WFM market of trends such as the digital transformation, the gig economy, AI enablement, automation and the hybrid workforce.
DMG Consulting’s inaugural Future Contact Center Outlook, 2025 – 2040 presents comprehensive and detailed predictions for contact centers, which are growing in importance. The 75 projections set forth in the Report address almost every aspect of contact center activity and will also impact many other operating departments, as delivering an outstanding customer experience (CX) cost effectively is a responsibility that must be shared across the enterprise.
Top Free Research
To resolve some of the uncertainty for service organizations, this white paper compiles a list of practical and actionable practices that can help contact centers manage through the pandemic. The practices are separated into the following 4 categories: communication, systems, operations and employee engagement. Companies should select the practices that will be most helpful in getting them through these trying times.
This white paper is a tactical guide to help your company take the necessary steps to allow agents to work from home, where they are hopefully safe from exposure to COVID-19. Once the crisis is past and business returns to the new normal, you will have the luxury of time to identify the actions that were successful and should be included in a formal work-at-home (WAH) program, as well as an updated business continuity plan. For now, the goal is to do what it takes to keep your contact center staff – agents, supervisors, managers and analysts – safe and healthy, so that they can be there to help your customers during these difficult times.