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DMG Consulting releases The Real-Time Contact Center Newsletter monthly. Each edition features insightful analysis of the hottest topics in the contact center market. The Newsletter highlights new technologies, operational challenges and opportunities, management issues and best practices. Our columns and articles focus on the practical benefits and impact of market developments on your contact center. The Newsletter is interactive and invites your questions and comments.

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Archived Newsletters



DMG in the News
7/13/2010 - DMG Consulting Releases 2010 Quality Management/Liability Recording (Workforce Optimization) Market Share Report; Tracks Performance and Market Share of 45 Competitors 
7/11/2010 - When you call, they're listening - A Plymouth company's call recording software helps call centers analyze employees and callers (Minneapolis - St Paul StarTribune)  

Whitepapers, Executive Briefings, and Benchmark Reports
7/27/2010 - Improving Back-Office Productivity and Quality with Workforce Management 
7/7/2010 - Social Media: Guide for Building a Customer Support Strategy 
6/17/2010 - Contact Center Best Practices: Using Training to Achieve Enterprise Goals

Featured Publications
7/1/2010 - The Siebel Effect—And Its Survivors (destinationCRM.com) 
6/1/2010 - Analyzing the Workforce (destinationCRM.com)
5/11/2010 - Selecting a Hosted Contact Center Solution (Interactive Intelligence Blog)
5/10/2010 - Benchmark Study of Contact Center Workforce Management: A Mission-Critical but Flawed Tool (SupportIndustry.com)

DMG Job Opportunity

Junior Industry Analyst (2 openings)

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