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Social Media: Guide for Building a Customer Support Strategy
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Social Media: Guide for Building a Customer Support Strategy

Latest Research from DMG Consulting

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2010 Quality Management/ Liability Recording (WFO) Market Report
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2010 Quality Management/Liability Recording (WFO) Market Report

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Contact Center Best Practices: Using Training to Achieve Enterprise Goals
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Contact Center Best Practices: Using Training to Achieve Enterprise Goals

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The Winning Staffing Formula:
A Benchmark Study of Contact Center Workforce Management
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A Benchmark Study of Contact Center Workforce Management

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Payment Card Industry Data Security Standards (PCI-DSS) Guide for Contact Center Managers
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Payment Card Industry Data Security Standards Guide for Contact Center Managers

 
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            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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