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
2019-2020 Workforce Optimization Product and Market Report
DMG Consulting LLC’s annual Workforce Optimization Product and Market Report analyzes the WFO market and product suites. The Report examines the servicing, business and management mega trends that are driving transformational changes in the contact center, the workforce and the technology that supports them. It provides all of the vendor, product, functional, technical, pricing and operational information required for contact center, IT and enterprise leaders to select the right solution and vendor to meet their current and future WFO needs.
2019 – 2020 Cloud-Based Contact Center Infrastructure Market Report
The 12th annual edition of DMG Consulting’s Cloud-Based Contact Center Infrastructure Product and Market Report provides the most thorough, authoritative analysis of this explosive market. The Report examines the competitive landscape as well as the business, market and technology trends and drivers that are shaping the cloud-based contact center infrastructure (CBCCI) sector.
Top Free Research
Cloud-Based Contact Center Infrastructure Selection Decision Framework (whitepaper)
All contact center infrastructure solutions are NOT created equal, and the differences are quickly becoming apparent as a new generation of cloud-based omni-channel ACDs and dialers come to market. Use this decision framework to appreciate the essential characteristics of a cloud-based contact center infrastructure solution and vendor, and determine if it’s time for your company to find a new partner.
Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)
AQM is an ideal application for companies undergoing a digital transformation. It “listens” and/or “reads” up to 100% of all interactions, enabling leaders to use this business intelligence to improve quality and productivity throughout the enterprise. AQM should become a standard component of quality, voice-of-the-customer/employee (VOC/E) and customer journey initiatives, given the high value of data it delivers.