Contact Center Executive and Management Briefing
by DMG Consulting LLC

This report analyzes the business, operational and technical challenges and opportunities that are impacting contact center performance. It presents the high-level industry trends that are driving the evolution of contact centers into essential corporate contributors and players.

To learn more download the report here

Understanding Consumer Expectations in a Care 2.0 World
Results from 2007 Harris Interactive Survey on Consumer Expectations of Customer Service

In the past, companies dictated what products and service levels were available. Consumers had little choice but to accept what they were offered, complain to family and friends and respond with pleasant surprise when they did encounter great service. That was the ear of a 1.0 world.

Today, in the Care 2.0 world, great service is expected and viewed as an entitlement by consumers.

To learn more about those expectations view a webinar or download our white paper.

Understanding Consumer Expectations in a Care 2.0 World Whitepaper		(176 KB)