Contact Center and Back Office Research and Consulting Services
Latest Research Reports
DMG Consulting’s 14th annual Workforce Optimization Mid-Year Market Share Report provides an in-depth analysis of the financial performance of the WFO market and its approximately 39 worldwide vendors during the first half of 2018, and compares that market activity to the sector’s performance in the same period in 2017. This Report complements DMG Consulting’s annual Workforce Optimization Market Share Report, which provides a full-year analysis of the WFO market and its competitors.
Innovation is recharging the mature speech analytics market. Advanced AI-enabled technologies, including supervised, semi-supervised and unsupervised machine learning, as well as predictive analytics, are being added to speech analytics offerings. These enhancements are fueling interest in speech analytics and accelerating sales of new and replacement solutions.
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.