Contact Center and Back Office Research and Consulting Services
Executives & Managers
We collaborate with companies to develop strategies and leverage technology and operations to deliver outstanding customer experiences in contact centers and back offices.
Solution Providers
We help technology and solution providers develop, position and deliver groundbreaking products and services that yield real competitive advantage.
Investor Community
We deliver comprehensive market, company and product evaluations that help investment organizations select the right public and private companies to invest in.
Latest Research Reports
2020 Contact Center Workforce Optimization Market Share Report
DMG’s 17th annual edition of the Contact Center Workforce Optimization Market Share Report addresses revenue for fiscal 2019 and provides a rigorous and insightful analysis of the financial performance of the leading and contending WFO suite providers, applications and sectors. It presents the most detailed and accurate coverage of WFO market activity, including a close examination of the vendors’ performance and 5-year trends for this vital technology sector.
2020 – 2021 Intelligent Virtual Agent Product and Market Report
The 2020 – 2021 Intelligent Virtual Agent Product and Market Report provides an in-depth analysis of these solutions, which should become an elemental part of the strategic direction of contact centers and customer service departments. This Report examines the IVA market, competitive landscape, technology, products, functional capabilities, and the business, servicing and market trends that are driving adoption and innovation.
Top Free Research
Contact Centers Post COVID-19 (whitepaper)
As the coronavirus pandemic recedes and states begin the process of opening up their economies and businesses, it’s time to transition from emergency response mode to a “new normal.” This white paper will help you create a roadmap to succeed in the post-COVID-19 era by creating a “new normal” for your contact centers that enables your organization to deliver an outstanding customer experience in a cost-effective manner.
Contact Center KPIs for the Post COVID-19 Era (whitepaper)
Given the technical innovation, intelligent applications, automation and artificial intelligence that is now available, supported by the flexibility and processing power of the cloud, it’s time to reimagine the potential of contact centers and to update KPIs. The current pandemic underscores the need to adopt KPIs to manage through the unprecedented changes in the business world as the market strives to establish itself in the post COVID-19 era. After having to make changes to navigate through that challenge, altering your culture and adopting more suitable KPIs should be easy.