News & Videos

Speech Analytics is Ready for Prime Time

September 1, 2014
Newsletters

How can one best measure the performance of contact center quality assurance (QA) analysts? What key performance indicators (KPIs) should we measure them on?

August 13, 2014
Q&A

DMG Consulting Releases 2014-2015 Speech Analytics Product and Market Report

August 6, 2014
Press Releases

The Comcast Nightmare: Lessons Learned

August 1, 2014
Newsletters

Buzzword Battle: Omnichannel Versus Multichannel

August 1, 2014
Contact Center, Omni-Channel Contact Center, Publications, Strategy

Voice Is Changing, Not Disappearing

July 28, 2014
Contact Center, Customer Journey Analytics (CIA), Interaction Analytics (Speech & Text), Publications, Self-Service / IVR / IVA, Visual IVR

Enhancing Employee Engagement

July 23, 2014
Contact Center, Employee Engagement / Life Cycle Management, Publications

Top Benefits of Cloud-Based ACDs and Dialers

July 2, 2014
Automatic Call Distributors (ACDs), Cloud Technology, Contact Center, Dialing, Publications

Outbound Solutions Engage Customers and Enhance Relationships

July 1, 2014
Newsletters

Is It Time to Replace Your Complaint Management System?

July 1, 2014
Complaint Management Apps [Contact Center], Contact Center, Customer Relationship Management (CRM), Publications

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