News

Social Media Belongs in the Contact Center

July 2, 2012
Contact Center, Publications, Social Media, Strategy

Contact Center Workforce Management is NOT Optional

July 1, 2012
Newsletter

Offshore call center outsourcing: Is it saving money or costing you?

June 19, 2012
Contact Center, Outsourcing / Business Process Optimization, Publications

Should companies abandon asking for surveys on receipts, sending email surveys, and forcing pop-up website surveys? Wouldn’t they be better served to exclusively use Social Media as a conduit to their clients concerns and feelings (both good and bad)?

June 12, 2012
Q&A

SIP Trunking 101 – The Benefits and Challenges

June 1, 2012
Newsletter

Improving Communications Between Contact Centers and IT

June 1, 2012
Contact Center, Management & Operations, Publications

DMG Consulting Releases 2012 Contact Center Workforce Management (WFM) Market Report; Record Year for WFM with Interest at All-Time High and New Solutions

May 31, 2012
Press Release

The Workforce Management Overstaffing Problem

May 29, 2012
Contact Center, Publications, Workforce Management

Health care reform catalyst for customer service improvements

May 10, 2012
Contact Center, Health Care, Management & Operations, Publications

Mobility is Making Customer Service Smart

May 1, 2012
Newsletter

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