News & Videos

The Back-Office is Waking Up the WFM Market

April 1, 2015
Newsletters

DMG Consulting Releases 2015 Contact Center Workforce Management Product and Market Report

March 18, 2015
Press Releases

Can you give us some suggestions on how to enhance the agent interviewing process in our contact center so that it encompasses the multi-channel nature of the job?

March 5, 2015
Q&A

Workforce Optimization Solutions Adapt to Changing Market Needs

March 1, 2015
Newsletters

Verizon Doubles Down on Customer Service with “Smart Simple Connected” Initiative

February 17, 2015
DMG in the News

Our contact center uses skills-based routing, but what are some other methods for routing customer interactions?

February 4, 2015
Q&A

Top Enterprise Servicing Goals for 2015

February 1, 2015
Newsletters

What to Look for In a Recording Solution

January 28, 2015
Contact Center, Publications, Recording

Speech Analytics Can Reduce the Risk of Fines

January 22, 2015
Contact Center, Interaction Analytics (Speech & Text), Legislation, Publications

The Customer Journey Matters, Every Step of the Way

January 14, 2015
Contact Center, Customer Journey Analytics (CIA), Publications

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