News & Videos

Can you provide some advice about agent desk sharing? Can this practice work in call centers? If so, what’s the best process to use to introduce and implement call center agents sharing desks?

April 6, 2012
Q&A

Cut through copious contact center data with contact center KPIs

April 3, 2012
Contact Center, Key Performance Indicators (KPIs), Publications

Using Social Media for Customer Service

April 2, 2012
Contact Center, Publications, Social Media

The Communication Gap Between Contact Centers and IT

April 1, 2012
Newsletters

DMG Consulting Releases 2011 – 2012 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report; Research Reveals Several Trends Converge to Impact Sector, Fuel Growth

March 21, 2012
Press Releases

Desktop analytics: A game changer for contact centers, back offices

March 13, 2012
Back Office, Contact Center, Desktop Analytics, Operations [Back Office], Publications

What are the most common “vital few” key performance indicators (KPIs) that I should use for my technical support center?

March 12, 2012
Q&A

Should Contact Centers Handle Social Media Transactions?

March 1, 2012
Newsletters

Speech Analytics Gets Down to Business

February 23, 2012
Contact Center, Interaction Analytics (Speech & Text), Publications

Recently I’ve heard quality assurance programs and processes being referred to as “analytics- enabled”. What exactly does this mean?

February 13, 2012
Q&A

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