News & Videos

Transforming Your Contact Center Into an Essential Corporate Contributor

April 10, 2013
Back Office, Contact Center, Operations [Back Office], Publications, Social Media, Strategy

We are looking into the possibility of moving our sales agents from set schedules to a flex- schedule environment. Do you have suggestions on the best way to approach this change?

April 9, 2013
Q&A

Workforce Management: Getting Better but Not Good Enough

April 1, 2013
Newsletters

DMG Consulting Releases 2012 – 2013 Workforce Optimization Product and Market Report

March 15, 2013
Press Releases

What are some of the most common metrics used to evaluate contact center and agent performance when handling social media interactions?

March 7, 2013
Q&A

Transforming Your Contact Center Into an Essential Corporate Contributor

March 1, 2013
Newsletters

Changing the Face of Workforce Optimization

March 1, 2013
Contact Center, Contact Center: Analytics, Publications, Workforce Optimization (WFO)

DMG Consulting Releases 2012-2013 Speech Analytics Product and Market Report

February 7, 2013
Press Releases

Best Practices for Realizing a Rapid ROI from Speech Analytics

February 1, 2013
Newsletters

Surveys Alone Are Not the Answer

February 1, 2013
Contact Center, Publications, Surveying, Voice of the Customer (VoC) / Surveying

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