Desktop analytics: A game changer for contact centers, back offices March 13, 2012Back 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, 2012Q&A
Speech Analytics Gets Down to Business February 23, 2012Contact 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, 2012Q&A
Speech analytics is worth the pain January 23, 2012Contact 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 DecisionsJanuary 17, 2012Press Releases
New Rules for Managing Cloud-Based Contact CentersJanuary 13, 2012Cloud 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, 2012Q&A