News & Videos

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

Adaptive IP Contact Center Technology

February 1, 2012
Newsletters

Speech analytics is worth the pain

January 23, 2012
Contact Center, Interaction Analytics (Speech & Text), Publications, Voice of the Customer (VoC) / Surveying

DMG Consulting Releases Three Reports to Help Technology Users Understand Markets and Make Buying Decisions

January 17, 2012
Press Releases

New Rules for Managing Cloud-Based Contact Centers

January 13, 2012
Cloud Technology, Contact Center, Publications

The management team is implementing a desktop analytics solution in our contact center. As a supervisor in the area, I am hearing a lot of negative “big-brother” type remarks from agents about desktop analytics. How can we better prepare the agents for this implementation and assuage their concerns?

January 5, 2012
Q&A

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