Contact Center and Back Office Research and Consulting Services
Latest Research Reports
Enterprises are looking for flexible and accurate WFM solutions to help them deliver a personalized experienced and address enterprise-wide requirements.
DMG Consulting’s Workforce Optimization Product and Market Report provides contact center, business and IT leaders unparalleled product and market data.
Top Free Research
Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (Whitepaper)
This benchmark study gives enterprise, customer service, sales, e-commerce, technical support, collections, customer experience and customer journey leaders, managers and planners the information they need to plan and build an effective servicing infrastructure. It identifies the necessary channels by business situation and provides facts to clarify the “accepted wisdom” about the communication preferences of Millennials and Baby Boomers.
DMG research has shown that both Baby Boomers and Millennials prefer to use self-service solutions to solve an issue, but will interact with a live person when the automated tools are not successful. This indicates the great potential for self-service solutions – companies can impove their customer experience (CX) by enhancing their IVR.