Contact Center and Back Office Research and Consulting Services
Latest Research Reports
DMG Consulting’s special edition report, Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future, is a playbook, of sorts. It’s a valuable collection of best practices, innovative technology, agile management practices, work-at-home policies and more, designed to help organizations navigate through the changing business landscape precipitated by the pandemic.
The 2020 – 2021 edition of the Workforce Optimization Product and Market Report features 8 leading and contending vendors: Aspect, Calabrio, DVSAnalytics, Eleveo, Five9, NICE, OnviSource, and Verint. Authority Software is covered at a high level. The Report presents an in-depth analysis of the contact center WFO market, trends, competitive landscape, product suites, technology and innovation.
Top Free Research
Contact centers demonstrated their flexibility and agility during COVID-19, and they are on the cusp of historic change. The question is what enhancements and changes contact centers are going to make starting in 2021. This white paper suggests some answers based on a worldwide survey identifying contact center operational and technical investment priorities, conducted in November and December 2020.
The Secret to Improving Agent Productivity and CX: Consolidate Contact Center and Back-Office Operations (whitepaper)
Empowered by a new class of intelligent and AI-enabled automation solutions, including RPA, IVA, VA and workflow, the world of service and support is positioned to deliver on its share of enterprise digital transformation. Companies need to prioritize these automation investments, which include the consolidation of their front- and back-office operating departments. The potential benefits are great, but the real reason to consolidate and digitally transform these departments is that it is necessary for delivering an outstanding CX.