News

Making Sense of the Hosted Contact Center Infrastructure Market

May 1, 2012
Cloud Technology, Contact Center, Publications

Changing the Paradigm: Using Workforce Management to Improve Agent Satisfaction

May 1, 2012
Contact Center, Management & Operations, Millenials, Publications, Workforce Management

I did a little experiment this weekend. Every time I made a retail purchase, I kept the receipt to see if it had an incentive for me to take a survey about my experience. I have 6 receipts, and everyone is asking me to take a survey. I wonder why companies are surveying their customers, and what they are doing with survey findings? What’s your opinion?

May 1, 2012
Q&A

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
Newsletter

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 Release

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

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