DMG Consulting Releases New Report on Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future

Accelerated change driving a technology revolution 

Who:   DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services

What: Releases a New Report on Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future

When: Today, 11 February 2021

Where: Available at the DMG Consulting online store

Background: 

DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services, today released a new report, Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future. This special edition report is a playbook that provides managers with the strategies and tactics to keep up the momentum of digital transformation, galvanized by the pandemic. 

Leaders across industries are in agreement that changes in our world are driving a technology revolution, including transformative changes in the contact center. While living through a pandemic has certainly impacted business, it’s not the sole reason the changes have occurred. Change happens, technology innovates, and businesses experience shifts even without a pandemic. A combination of new solutions, market trends, customer behavior, and the rapid expansion of cloud technology drives change. The pandemic has simply accelerated that timeline by two to six years. 

Navigating contact centers through COVID-19 has allowed industry professionals to demonstrate leadership by guiding others in how to keep business moving forward. Contact centers have demonstrated the ability to adapt and set a notable example for agility. A roadmap for the future of contact centers has emerged. “We are fortunate that the performance of contact centers in the face of a pandemic has been overwhelmingly positive,” said Donna Fluss, President of DMG Consulting. “It has provided us with a powerful guide on how to maximize the constructive changes needed to build contact centers of the future.”

Contact centers should always be anticipating a new and improved reality, which means constantly managing through evolving business models. More change is imminent and the better prepared contact centers are to embrace it, the more beneficial the change becomes. This guidebook details how contact centers should address necessary change, expected or sudden, and what they need to do to keep their digital transformation momentum going. It is a valuable collection of best practices, innovative technology, agile management practices, work-at-home policies, and much more. To learn more about the report, read the full abstract, including the table of contents. To order, visit dmgconsult.com.

About DMG Consulting LLC 

DMG Consulting LLC advises enterprises, vendors and the financial community on all aspects of building, acquiring, operating, optimizing and investing in contact centers, to enhance their enabling technologies and the customer experience (CX). A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments. It publishes annual in-depth reports on contact center and back-office industry sectors, including contact center as a service (CCaaS), digital customer service, intelligent virtual agents, interaction analytics, robotic process automation (RPA), workforce management (WFM), workforce optimization (WFO) and more. These reports provide the accurate market share, trend identification, growth predictions, functional capabilities and pricing information DMG’s global clients rely on to make critical business decisions. Learn more at dmgconsult.com.