Archive | Whitepapers
FCR in an Omni-Channel World (whitepaper)
By Harold Fluss on April 10, 2017 in Customer Journey, First Call Resolution, Performance Management [Contact Center], Strategy [Contact Center], Whitepapers
Omni-Channel Contact Centers are Required in the Digital Era (whitepaper)
By Harold Fluss on April 4, 2017 in Channels [Contact Center], Contact Center, Customer Journey, Omni-Channel Contact Center, Technology, Whitepapers
What End-Users Want from Their Cloud-Based Contact Center Infrastructure Vendor (whitepaper)
By Harold Fluss on April 4, 2017 in Cloud-Based Contact Center, Contact Center, Technology, Technology Selection Process, Whitepapers
Your Customers Deserve a Better IVR (whitepaper)
By Harold Fluss on March 30, 2017 in IVR Analytics, IVR/Speech Recognition, Self-Service, Whitepapers
Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper)
By Harold Fluss on March 15, 2017 in Channels [Contact Center], Strategy [Contact Center], Whitepapers
Enterprise Servicing Goals for 2017: Great Service is Formula for Success (Whitepaper)
By Harold Fluss on March 2, 2017 in Goals, Goals [Contact Center], Strategy [Contact Center], Whitepapers
Omni-Channel QA Best Practices for Contact Centers (Whitepaper)
By DMG Consulting on February 12, 2017 in Quality Management/Liability Recording, Whitepapers, Workforce Optimization
Top Strategies and Applications for Engaging Agents (Whitepaper)
Desktop Analytics Provides Visibility and Insights to Improve the Customer Experience (Whitepaper)
By DMG Consulting on April 18, 2016 in Desktop Analytics [Contact Center], Speech Analytics, Whitepapers
Speech and Text Analytics Enable the Delivery of Great Service (Whitepaper)
NewGen WFM: The Future of Contact Center Forecasting and Scheduling (Whitepaper)
The Customer Service Revolution (Whitepaper)
Enterprise Servicing Goals for 2015: Delivering an Outstanding Customer Experience is #1 (Whitepaper)
Guide to Contact Center Reporting (Whitepaper)
Building Employee Engagement in Contact Centers (Whitepaper)
CRM + ACD = Personalized Service (Whitepaper)
Contact Center Gamification: Let the Games Begin (Whitepaper)
Contact Center Cloud vs. On-Premise: Analyzing the Costs (Whitepaper)
By DMG Consulting on September 15, 2014 in Cloud-Based Contact Center, Return on Investment (ROI) [Contact Center], Whitepapers
What PCI – DSS Really Means for your Contact Center (Whitepaper)
ACD vs. CRM: How to Win the Battle (Whitepaper)
By DMG Consulting on June 12, 2014 in Automatic Call Distributors (ACDs), General [Customer Relationship Management], Whitepapers
Improving Customer Experience with IVR (Whitepaper)
By DMG Consulting on May 23, 2014 in IVR Analytics, IVR/Speech Recognition, Voice Biometrics, Whitepapers
Best Practices for Implementing and Managing a Cloud-Based Contact Center (Whitepaper)
By DMG Consulting on May 14, 2014 in Cloud-Based Contact Center, Small/Mid-Sized Enterprise, Whitepapers
It’s Time to Revisit your Complaint Management System (Whitepaper)
By DMG Consulting on April 1, 2014 in Complaint Management Apps [Contact Center], Complaint Management Apps [CRM], Whitepapers