DMG Consulting LLC - Publications

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Social Media: Guide for Building a Customer Support Strategy

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Improving Back-Office Productivity and Quality with Workforce Management

Latest Research from DMG Consulting

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2010 Contact Center Surveying/Feedback and Analytics Market Report

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2010 Hosted/Managed Service IVR Market Report

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Contact Center Best Practices: Using Training to Achieve Enterprise Goals

Analytics Articles
11/15/2007	Use Customer Conversations to Improve Enterprise Performance DM Review
11/8/2007	Contact Center Analytics Empower Enterprises (Whitepaper)
5/1/2007	Analytics Is the Answer destinationCRM.com
4/20/2005	The Next Frontier in Contact Centers? Reining in CRMGuru.com
5/27/2004	The Next Frontier: Conquering the Unstructured Data Challenge ContactCenterWorld.com
11/1/2002	The Real Low-Down on Real-Time Analytics 1to1 Magazine
7/11/2002	Actionable Analytics ICCM Weekly
2/6/2002	Solving the Profitability Dilemma CallCenter Magazine


	8/18/2010 - DMG Consulting Releases 2010 Contact Center Surveying/Feedback and Analytics Market Report; Surveying/Feedback Implementations Increasing, Contact Center Teaming with Other Business Units to Share Information
	8/4/2010 - DMG Consulting Releases 2010 Hosted/Managed Service IVR Market Report; Revenue Steady Through 2009, Balance of Power Shifting to Hosted/Managed Service Solutions


	8/31/2010 - Contact Center Best Practices: Using Training to Achieve Enterprise Goals
	7/27/2010 - Improving Back-Office Productivity and Quality with Workforce Management
	7/7/2010 - Social Media: Guide for Building a Customer Support Strategy


	7/15/2010 - Helping your IVR Realize its Potentia (CRMXchange.com)
	7/1/2010 - The Siebel Effect�And Its Survivors (destinationCRM.com)

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