Contact Center and Back Office Research and Consulting Services
Latest Research Reports
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.
DMG Consulting’s 2020 – 2021 Workforce Management Product and Market Report, the 13th annual edition, provides an in-depth analysis of the contact center workforce management (WFM) sector, the competitive landscape, vendors, product suites, technology and innovation. It explores the impact on the WFM market of trends such as the digital transformation, the gig economy, AI enablement, automation and the hybrid workforce.
Top Free Research
In the past two years the pace of innovation in contact center WFM has been revolutionary, with artificial intelligence (AI), automation and analytics leading the way. The modernization of WFM solutions is in its infancy, with a great deal yet to come. Intraday management modules are in the process of being re-designed and re-engineered to give contact centers the flexibility to respond on a real-time basis to their dynamic operating environments.
To resolve some of the uncertainty for service organizations, this white paper compiles a list of practical and actionable practices that can help contact centers manage through the pandemic. The practices are separated into the following 4 categories: communication, systems, operations and employee engagement. Companies should select the practices that will be most helpful in getting them through these trying times.