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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

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Improving Back-Office Productivity and Quality with Workforce Management
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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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Contact Center Surveying/Feedback and Analytics Market Report


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2010 Hosted/Managed Service IVR 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
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Contact Center Best Practices: Using Training to Achieve Enterprise Goals

 

Contact Center: Analytics Q&A

1/2/2007 What's your opinion about Siebel or SAP for real-time analytics? Which is a better analytics software? Are these the best call center software vendors for this area of analytics, or are there other vendors you can add to the list?

7/19/2006 I am looking for contact center software that would allow us to suggest products to a customer based upon his/her needs. For example, a customer we have already segmented into a cluster calls requesting certain information. The system would display to the customer service representative (CSR) information that we have previously collected about the customer, as well as what additional services (cross-sells, up-sells) we can offer to the customer. I am not familiar with the technology that exists today, so any insight, along with companies that successfully use this technology, would be helpful.



DMG in the News
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

Whitepapers, Executive Briefings, and Benchmark Reports
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

Featured Publications
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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Junior Industry Analyst (2 openings)

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